Service Desk Technician

At TBK Bank, we're a team of passionate, driven, collaborative, solutions minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK stands for helping the people and business in our communities succeed. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.

The Service Desk Technician is responsible for providing technical and application assistance to end users across multiple divisions and locations. The Service Desk Agent I will aid in ticket completion, determine when tickets need to be escalated to an engineer for completion, and manage all core application requests. A successful candidate will present and maintain exceptional customer service, be self-motivated, and possess a knowledge of Microsoft Windows operating systems, VDI desktops, printers, scanners, other peripheral devices, and a variety of PC general and line-of-business applications. In addition, the candidate should have knowledge of software and hardware, diagnosing, repairing, and maintaining, all equipment to ensure optimal workstation performance. Key characteristics of a successful candidate in this role include excellent customer service skills, ability to work independently and as part of a team, and working with a sense of urgency.

• Respond to and resolve Service Desk tickets submitted by Triumph employees.
• Work Service Desk tickets, by following operational standards including service-level commitments and standardized procedures, while ensuring the correct and timely resolution of tickets.
• Assist users with core system lockouts, permissions, program errors, and escalates tickets as needed.
• Creates and maintains end user documentation, and directs end users to self-help instructions.
• Troubleshooting first level end user issues to resolution before escalation.
• Creates, disables, and modifies users in Active Directory. Maintains the System Access queue to process all requests.
• Complete application installations after appropriate approvals are received.
• Perform administration activities on multiple systems and applications, for example but not limited to the following:
  • Active Directory User Setup
  • Application user account unlock and password resets
  • Internal application access
  • Phone Administration and Configuration
  • Audio and Videoconferencing systems support
• Work with others in IT, and outside IT with other locations and departments on special projects and implementations as assigned.
• Available for evening and weekend work on call, flexible work schedule.

• Associates degree or technical IT degree preferred.
• 1+ years technical experience in a Service Desk environment supporting a diverse user base.
• Strong knowledge of Windows operating system (Windows 10) and Microsoft Office Suite 2010/2016.
• Basic understanding of MacOS and MacBook support.
• Experience supporting line-of-business applications, preferably in finance or banking.
• Understanding of data security, concepts of Least Privilege, Best Practices, and Regulatory requirements (FFIEC / SOX).
• Experience working in a regulated environment preferred.
• Experience supporting end user IT issues via phone, email, and chat.

• Ability to present and maintain an exceptional customer service commitment.
• Strong organization and time management, including the ability to multi-task and run multiple projects simultaneously while maintaining thoroughness and precision.
• Ability to build and maintain relationships and communicate with others effectively, both orally and in writing, in a professional and competent manner, and across all levels of the organization.
• Ability to thrive in a fast moving / evolving environment.
• Self-motivated, creative, and good decision making abilities.
• Strong analytical aptitude, including troubleshooting skills.
• Knowledge of IT concepts and services including:
  • PC workstations, peripherals, printers, scanners.
  • Windows Active Directory, user security, group permissions, O365 mailboxes.
  • Troubleshooting tools and concepts, Trace Route, Ping.
  • Understanding of VMWare Virtualization architectures, Horizon View desktops.
  • Application installs and support including O365 applications.

We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.

Go on. Do it. Apply Today!