IT Help Desk - Lubbock

First United Bank is accepting applications for an IT Help Desk in our Lubbock Operations Center.

The IT Help Desk is responsible for performing first tier technical help desk support to all users. Assists and supports area personnel and promotes a team environment. Keeps management well informed of area activities and maintains all related records.

Duties:

1. Assumes responsibility for providing first tier technical support for all users.

• Receives and prioritizes calls and e-mails from users.
• Provides first-line support answering technical questions and providing resolutions to problems.
• Provides information to all users regarding system status, operability, proper equipment use, and printer functions.

2. Assumes responsibility for establishing and maintaining professional working relationships with clients, vendors, and outside contacts.

• Tracks and resolves problems promptly and effectively. Ensures optimal service.
• Ensures that service levels are met.
• Obtains and conveys information as needed. Logs all problems including cause and resolution information.
• Promotes goodwill and a positive image of the Company.

3. Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.

• Notifies all involved parties when tickets are opened and closed.
• Tracks and records resolutions of problems for future reference, training, and reporting.
• Cooperates in a team environment to promote strong customer assistance and learning.
• Works with different departments to assist in providing technical solutions as needed.
• Keeps management well informed of area activities and of any significant problems.
• Attends meetings as required. Maintains accurate and up-to-date reports.

4. Assumes responsibility for related duties as required or assigned.

• Ensures that work area is clean, secure, and well maintained.
• Performs miscellaneous projects as assigned.
• Updates technical skills as required.
• Participate in job specific training, various bank training programs, and complies with BSA, AML and all bank policies and procedures as required

Performance Measurements:

1. Assigned work orders are completed effectively and timely. Problems are readily identified and resolved.
2. Assigned tasks and functions are completed in accordance with established standards, policies, and procedures.
3. Good working relations exist with users. Users’ concerns are promptly addressed and problems effectively resolved.
4. Required reports and documentation are complete and current.
5. Management is appropriately informed of area activities and of any significant or recurring problems.
6. Good working relations exist with Information Technology personnel.