Help Desk Technician I - Texarkana-Operations Center

GENERAL DESCRIPTION OF POSITION
The Help Desk Technician I is responsible for providing day-to-day operational support to end users regarding hardware, software, account permissions, networking, and troubleshooting user issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES
1.Monitor and triage incoming support requests via phone or ticketing system. Open tickets for user inquiries received via phone and assign to the correct queues; respond quickly and effectively to requests; document work done and quickly route, resolve, or escalate issues utilizing Help Desk system processes.
2.Provide Tier 1 support for Information Technology and Banking Systems issues by troubleshooting and resolving various technical issues and by guiding users through application functionalities and features.
3.Provide Tier 2 support for Banking Systems issues and for Information Technology issues that can be handled remotely.
4.Research and implement fixes for new issues, via self-assign or escalation to next level support (internal or vendor) when necessary.
5.Ensure problem and solution documentation, creating and managing content for support knowledgebase.
6.Other duties as assigned.

EDUCATION AND EXPERIENCE
Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college.
EXPERIENCE GENERAL
12 to 18 months related experience and/or training.

ADDITIONAL INFORMATION
Must provide Service with HEART to internal customers/co-workers.