Service Desk Coordinator

Job ID
2017-2122
Corporate
Type
Full-Time
1600 Redbud Boulevard
# of Openings
1
US-TX-McKinney

Overview

Primary responsibility is to support the IT Department with resolutions to entry-level end-user calls and improve overall response time to help desk tickets.

Responsibilities

  • Receives, tracks, responds and audits resolutions to Help Desk/Service Desk tickets
  • Follows support processes and assists in the development of Service Desk procedures and documentation to provide consistent and reliable support.
  • Collects physical inventory of all computer equipment and logs in to appropriate tracking system
  • Escalates IT issues to IT Help Desk Level 2 and System Administrator as appropriate
  • Assists with special projects, as relates to system software, including software testing and report reconciliations
  • Accurately diagnose IT related issues; gathering the necessary information and performing research using all available resources.
  • Assists users with electronic needs for meetings (projector, video conference, etc.)
  • Receives and responds to user requests, providing users with technical support and resolving routine problems
  • Monitors and resolves entry-level issues relating to systems, network, and security
  • Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
  • Maintains physical security and logical security accounts for assigned systems
  • Order IT equipment and supplies for branch locations and staff
  • Responsible for organizing and maintaining equipment and documentation in storage facility
  • Coordinates travel for repairs and installations of branch equipment for IT staff
  • Perform other job related duties as assigned

Qualifications

  • High school diploma or equivalent education
  • Computer proficiency with knowledge of Microsoft Office Suite applications required
  • Previous use of IT support ticket software, preferred
  • Must have reliable attendance
  • Must be able to work during department hours of operation and overtime as needed
  • Ability to adapt to fast changing work environment
  • Careful attention to detail and time management skills are essential
  • Excellent interpersonal and communication skills
  • Strong team player is vital
  • Ability to lift up to 50 pounds
  • Demonstrate a high level of knowledge of Bank Secrecy Act and OFAC related responsibilities in the performance of daily operations to ensure adherence to bank policies and compliance with all regulatory requirements.

To be considered for this position, you must at least meet the basic qualifications.

 

No phone calls or direct e-mails please.

 

Pre-employment background screening will be conducted.

 

Independent Bank is an EEO/AA - M/F/Disability/Protected Veteran Status.

 

Note: The job description does not constitute an employment agreement between the employer and employee. The above statements describe the general nature and level of work being performed within this classification. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. If you require assistance at any stage of the employment application process due to a disability, please contact Human Resources at 214-544-4777.

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