Help Desk Technician

Help Desk TechnicianHeadquarters - Midland, TX 79701OverviewPosition Type Full Time Category Information TechnologyDescriptionGeneral SummaryThis position is responsible for resolving first-level issues involving computer workstation hardware and software problems. Serves as the first point of contact for employees seeking technical assistance over the phone or email.Principal Responsibilities and DutiesResponsible for staying up to date on and complying with all applicable banking laws and regulations as well as CNB policies and procedures.Respond to all emails and phone calls to provide appropriate assistance.Perform remote troubleshooting through diagnostic techniques and pertinent questions.Determine the best solution based on the issues and details provided.Direct unresolved issues to the next level of support personnel.Record issues and resolutions in the ticket system.Follow-up and update employees on status and information.Maintain regular and punctual attendance.Work cooperatively with others.Work overtime as needed.Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.QualificationsSkills and Abilities RequiredAbility to communicate effectively with employees via face to face, phone, or email.Tech savvy with working knowledge of office automation products, databases, and remote control.Good understanding of computer systems, mobile devices, and other tech products.Ability to diagnose and resolve basic technical issues.Strong technical documentation and writing skills.Ability to adapt to technological changes and apply new knowledge to responsibilities.Certifications/Education and ExperienceOne year certificate from college or technical school.Three to six months related experience or equivalent combination of education and experience.Working ConditionsSecure work area due to sensitive customer information.Indoor, in an office environment, with a typical 40-hour workweek.High levels of noise produced by bank equipment.Considerable effort and eyestrain from continuous computer use.Physical RequirementsOccasionally move and carry office supplies, files and equipment weighing 10+ pounds.Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.Must be able to remain in a stationary position 60% of the time to process work.