Job Information
TexasBank Technology Generalist in Fort Worth, Texas
SUMMARY:
The Information Technology Generalist Tier I is responsible for responding to end-user technical assistance requests through various channels and troubleshooting basic to mid-level issues with computers, applications, and networks. This role involves documenting, tracking, and resolving problems using established processes, while also advising users on best practices to prevent future issues. Additionally, this role supports the installation and configuration of software and devices, as well as basic network infrastructure. Collaboration with users and the escalation of complex issues to appropriate teams are essential to ensure effective resolution and compliance with service level standards.
JOB DUTIES AND ESSENTIAL FUNCTIONS:
Respond to end-user requests for technical assistance via phone, email, or ticketing system.
Advise end users on methods and steps to resolve issues and prevent recurrence, supplying necessary documentation.
Diagnose and resolve basic to mid-level issues related to computers, applications, systems, devices, access, and performance.
Troubleshoot and resolve network connection issues for employees, including but not limited to, VPN connectivity and phone system configuration issues
Deliver exceptional customer service by maintaining clear, professional, and timely communication with end-users via phone, email, and in-person interactions.
Utilize established processes to document, track, and resolve reported problems efficiently.
Utilize product information and knowledge bases to conduct research, troubleshoot issues, and deliver effective solutions.
Assist with the installation or upgrade of software and devices, including setting up user profiles and resetting passwords.
Aid in the installation and configuration of network infrastructure (LANs, WANs) and monitors overall network performance.
Configure Windows-based workstations with disk imaging and configuration tools (re-imaging and imaging) for employee use.
Implement basic security measures to protect systems, networks, and data, ensuring effective backup and recovery plans.
Assist in the analysis of business requirements and participate in the selection process for IT hardware and software.
Escalate complex problems to appropriate teams for resolution.
Maintain detailed documentation of methodologies, processes, and specifications for the organization's IT systems.
Stay informed about developments and trends in the IT landscape.
Perform other tasks and special projects as assigned.
WORKING CONDITIONS:
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