Helpdesk Technician

Job Summary

Kleberg Bank, N.A. believes that the customer’s experience is our Brand. Each individual at Kleberg Bank, N.A. is committed to providing “Excellent” customer service. The Helpdesk Technician role reports directly to the Bank's IT Manager. The Helpdesk Technician uses interpersonal, communication, and technical skills. The technician will diagnose and resolve issues by asking probing questions, and also by using the knowledge base, remote access, and enterprise tools. The Helpdesk Technician will increase employee efficiency and Kleberg Bank competitiveness through technology support.

Essential Duties

Perform other duties as assigned and including, but not limited to, items detailed below.

• Sustain the bank's technological systems including the LAN connectivity, telecommunications, network hardware, personal/server computer hardware, end user support
• Manage Service Desk tickets in a timely manner using various tactics as needed.
• Serve as the first point of contact for internal customers seeking technical assistance over the phone, chat, and email.
• Using your interpersonal, communication, and technical skills, you will diagnose and resolve issues by asking probing questions, knowledge base, remote access, and enterprise tools.
• Actively participate in the following: procedure updates & improvements, knowledge base documentation & maintenance, and recommendations for systemic changes to improve the Bank's IT environment posture and user experience.
• Researching and implementation of new technology within the Bank.
• Execution of special projects as they apply to technology

Supervisor Responsibilities

This job has no supervisory responsibilities.  

Education and/or Experience

Candidate should be working toward or possess a bachelor’s degree or associate degree; 

Or candidate should have one to two years related experience and/or training; Or equivalent combination of education and experience. 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is frequently required to sit; use hands to manipulate, handle, or feel; and talk or hear. 
• The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, crawl, and/or smell. 
• The employee must occasionally lift and/or move more than 100 pounds. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is occasionally exposed to airborne particles, and risk of electrical shock. The noise level in the work environment is usually moderate. 

Service and Attitude

It must be the pursuit of each individual at Kleberg Bank, N.A. to achieve excellence. This achievement is founded in an individual’s responsibilities and performance within the organization. Therefore, it is the responsibility of all members of the Kleberg Bank Team: To have a comprehension of the bank's services so that each of us is qualified and efficient in providing high quality results for the employees, customers, shareholders, and the community that we serve. To maintain a positive attitude that is acquired through the timely resolution of problems. A positive attitude is infectious and each of us is 100% responsible for the attitude of those around us (staff and customer), and 100% responsible for their own personal attitude. 

AAP/EEO Statement

Kleberg Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status of protected veteran, among other things or status as a qualified individual with a disability. 

Other Duties

Duties, responsibilities and activities may change at any time with or without notice.