Technical Support Specialist I

The Technical Support Specialist I provides tier I support for personal computers and related equipment, as well as application assistance for core and key business process systems and technical software support for all staff at Texas Bank and Trust.

Provides secure, accurate, responsive, and courteous customer service to both internal and external customers at all times. Maintains strict confidentiality of customer and banking relationships.

Primary objective of this position is to be a trusted advisor to every internal and external customer. Inspires confidence and builds lasting relationships by consistently exhibiting each of the trusted advisor skills in order to help our customers identify and achieve their financial goals.

Essential Job Functions

• Provide operation software support to business line owners and actively participate in initiatives from departments as requested, ensuring their needs are met.
• Provide first line support for problem resolution for PC users concerning their access to resources on the network and the operation of various software programs, escalating to tier II or tier III support when necessary.
• Performs assisted hardware and software setups and installation of related equipment for Texas Bank and Trust and provides basic on-going support of same.
• Assists with testing of upgrades and enhancements, installation of patches and system releases.
• Assists with the installation and support of PC software applications.
• Troubleshoot basic PC-related problems and concerns as requested by bank employees and management.
  
  

Other Functions

• Responsible for prioritizing system issues and work with all of IT staff towards full resolution of issues with end users.
• Assist with updating department procedures and training manuals.
• Report creation and distribution of query results.
• Maintain current knowledge with respect to software, technology equipment and bank policies.
• Other duties as requested by their supervisor or other management representatives of the bank.
  
  

Job Requirements

Qualification Requirements

• High school diploma or equivalent.
• Excellent oral and written communications skills.
• Must be intuitive and able to multi-task and meet deadlines.
• Minimum of two years prior work experience in bank operations, technology related field and systems/application support preferred; preferably in financial services or related field.
• Must possess a technical aptitude.
• Operational knowledge of Microsoft Active Directory, Windows Servers and productivity software such as Word/Excel highly recommended.
• Proficient use of computer and 10 key. Knowledge of Excel and Word required. Knowledge of banking software a plus.
• Excellent customer service skills a must.
• Must be efficient, accurate, and have excellent attention to detail.
• Ability to maintain customer confidentiality.
• Knowledge of basic math calculations.
• Ability to read and understand regulations, policies and procedures; uses grammatically correct and clear oral and written communication.
• Ability to work in a fast pace environment and to work well within team environment presenting a positive customer service demeanor and attitude.
• Must comply with all bank policies and procedures that are job related and/or consistent with business necessity.
• Knowledge of maintaining system security on network.
  
  

General Physical Demands And Workplace Conditions

• Must be able to exert up to 20 pounds of force occasionally, and up to 10 pounds of force frequently, and a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects within the immediate workstation.
• Must be able to walk, sit or stand frequently, up to 50% of the time.
• Must be able to tolerate encounters with coworkers and customers under the following conditions: atmospheric pollutants or allergens, including but not limited to fumes, odors, dusts, poor ventilation; changes in indoor/outdoor temperatures encountered in travel between buildings and branches.
• Other physical attributes required to successfully perform the essential functions above include finger agility, talking, and listening.
  
  

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