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Help Desk I

San Antonio, TX · Banking/Loans
Title of Position: Help Desk I

Department: Service Desk 

Reports to: IT Service Desk Manager 

Overall Responsibility:
  • Assessing technical situations and shaping appropriate actions;
  • Resolving Tier I tickets within a timely manner 
  • Resolving escalated or assigned issues that fall outside defined procedures;
  • Overcoming immediate technical obstacles by directing action as they are encountered;
  • Participating in a rotational on-call schedule for responding to after-hours incidents that are identified as critical;
  • Serving as the Incident Coordinator during outages to facilitate business/IT communications and outage resolution;
  • Performing incident response activities in accordance with Incident Response process designed at Level III and related to Infrastructure;
  • Business user technical issues that have been escalated from Tier I support;
  • Desktop based application technical issues and resolution;
  • Updates, patches, and upgrades to all desktops, laptops and specific servers 
  • Imaging, deploying, and retiring computer system assets;
  • Providing desk-side hands on support and assistance;
  • ATM/ITM support and diagnosis;
  • Printer network support;
  • Incident response.
  • Re-configuring hardware, peripherals, services, settings, directories, storage, and folder permissions as required by customers;
  • Supporting branch specific hardware;
  • Creating, changing, and deleting server based user accounts as needed and as instructed by management;
  • Processing AD changes, adds, and deletes on a regular basis
  • Ensuring AD is synchronized monthly with the HI database
  • Processing VPN changes, add, and deletes on a regular basis;
  • Auditing VPN accounts on a regular basis;
  • Procurement, provisioning, and retiring USB and Mobile Devices;
  • Performing Mobile Device Management administration;
  • Performing asset management activities and reporting;
 
Consults with: End Users and Operations 

Term: Direct Hire 

Qualifications:
  • Customer focus
  • PC Deployment
  • Software Support
  • 2 or more years’ experience in a technically diverse support environment;
  • 2 or more years’ experience supporting PC/Laptop, virtual servers, networking, security, and telephony technologies.
  • Demonstrated hands on experience setting up, configuring, maintaining, diagnosing and troubleshooting/resolving the following:  SCCM, SMS and applications deployment is a plus 
Pay Range: $17-$21 per hour 


 
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