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Crescent Bank: It User Support Analyst

Crescent Bank

This is a Full-time position in Carrollton, TX posted August 19, 2021.

IT User Support AnalystCarrollton, TX, USA Req #329 Monday, July 12, 2021 Crescent Bank is looking for a talented professional to fill an open position as a User Support Analyst.

This position is responsible for answering, recording, responding to and tracking calls and requests from end users, working with more senior User Support Analysts and/or external vendors to ensure hardware, software or application questions and issues are resolved in a timely manner.

The person in this role keeps the end user community informed of the status of issues impacting availability of services and ensures prompt response and resolution to support calls.

This position will also be responsible for providing basic technical support to the Bank’s end users which may include basic configuration and ongoing support for desktops, laptops, printers, desktop networking and other related computing technologies and refers more complex issues to higher-level staff.Company Profile:Crescent Bank is a privately owned, state chartered, FDIC insured commercial bank.

We have been in business for over 25 years and are located in over 20 states.

While our primary business is providing auto loans to those who have a hard time securing a loan, we also provide a variety of personal and business banking services throughout Louisiana.

We strive for employee advancement and growth.

We offer a wide variety of benefits.Paid Vacation, Personal, Holiday, Bereavement, and Jury DutyMedical, Dental, and Vision InsuranceAD& D and Multiple Life InsurancesLong and Short Term Disability InsuranceFlexible Spending Accounts (Medical and Dependent)Wellness Programs401(k) with Company MatchTuition ReimbursementPayroll On Demand as you earn itEssential Duties and Responsibilities:Provide support by answering, evaluating, and resolving incoming telephone, voice mail, and web form requests from users experiencing problems with hardware, software, networking, and other computer related technologies in a timely manner.Perform basic troubleshooting.

Interviews end user to collect information needed to perform analysis, diagnosis, and resolution of technical problems, and recommend and implement corrective solutionDocuments all problems and actions through to resolution, including escalations to appropriate technical resources, by opening and updating tickets in the Incident Management database.

Keep up-to-date on all IT User Support processes and troubleshooting procedures.Ability to work effectively in a team environment as well and independently.Consults with fellow IT User Support staff to explain software errors or to recommend changes to programs.Act as liaison between IT staff to communicate issues, problems, and questions.Updates hardware inventory in tracking system.Handles account provisioning and providing hardware upon employee new hire and turnover.Participates in on-call dutiesWorks effectively as part of a team atmosphere to perform duties and achieve daily operational goalsMeets productivity standards in accordance with Crescent Bank’s confidentiality policies and organizational valuesPerforms additional duties as needed within the departmentPosition Requirements:College degree; or two years IT User Support / Technical Support experience; or equivalent combination of education and experience.Working technical knowledge of current protocols, operating systems, and standards.Basic level analytic skills.Ability to convey basic facts.CompTIA A+, Network+, or Security+ required.

ITIL Foundations preferred.Equal Opportunity Employer/Veterans/Disabled Other detailsPay Type Hourly Employment Indicator Performance Award

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