Senior Service Desk Technician (Full Time) - Plano

The Service Desk provides level 1-1.5 technical support and acts as the interface between customers and the Prosperity Bank Technology Department. Technicians respond to employee inquiries to resolve technical issues and ensure that personnel can utilize systems and applications needed to complete their daily tasks. This is a fast-paced position that requires diligence, empathy, and teamwork. Candidates must be professional and communicate in a professional, courteous manner., * Answer and complete application and systems technical support calls. Log, and update tickets throughout the day

• Prioritize and resolve IT issues remotely via the ticket management system, email, or phone.
• Interpret user problems and identifies viable solutions.
• Communicate and collaborate with other IT teams throughout the day.
• Create and update knowledge base articles as needed.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this job description amended at any time.

Education/Certification: Bachelor's degree in Computer Science, Information Systems or equivalent preferred.

Required Knowledge: Network +, MCA and ITIL familiarity.

Experience Required: 5-7 years of experience in the Financial & Banking industry preferred.

10 + years of experience working in a technical environment.

Experience with BMC solutions and functionalities.

Experience working with Microsoft 365 Suite and Active Directory.

Experience working with Service Management Systems.

Skills/Abilities: Complete technical duties as assigned in a timely and professional manner in accordance with the IT Department standards.

Must have excellent communication skills, with experience in direct client support.

Must have sense of urgency and ownership to support financial applications.

Ability to prioritize and act autonomously while working in a fast-paced environment.

Ability to work well with others and collaborate with team members.

Exceptional Organizations and Technical skills.

Complete service driven activities with a focus on soft skills.

Ability to follow directions and procedures.

Proficiency in interpersonal communication, presentation, problem solving, and analytical skills.

Proficiency using various Microsoft desktop products and Windows OS.

Ability to manage multiple tasks and projects with diligence and accuracy.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing: Able to hear average or normal conversations and receive ordinary information.

Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery., Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data establish facts and draw conclusions. Able to interpret a variety of technical instructions and can deal with multiple variables.

Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; and ratio, proportion, and percentage. Able to perform very simple algebra.

Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Hours: Monday - Friday 8:00 AM - 5:00 PM. 40 hours per week

None: No hazardous or significantly unpleasant conditions (such as in a typical office).