This hourly (non-exempt) position is a division of Central Operations that works closely with First American Data Services. The individual is primarily responsible for providing technical assistance and support related to computer systems, hardware, and software within the organization through a ticket system.

DUTIES & RESPONSIBILITIES:
Follow up with end-users regarding the progress of their open tickets. Complete daily, Weekly, Monthly, and Yearly tasks as well as department reporting.
Handle user setups/modifications/deletions from various systems and applications.
Communicate and directly work with First American Data Services business units.

Conform to audit guidelines as it pertains to providing access to systems and applications.

Create internal procedures for new systems and hardware.

Work directly with vendors to resolve issues supported outside of the organization.

Responsible for handling phone calls within the phone cue from internal customers throughout the day.

QUALIFICATIONS:
High School degree or equivalent required.
Two year college degree or equivalent training preferred.
Certifications in A+ and Microsoft Office a plus.
Previous Help Desk Support experience a plus.
IT background (Software, Network, Desktop Support, etc.) a plus.,
Moderate level of PC skills, including Microsoft Windows Server 2008 and later operating systems.
Knowledge of MS Office Professional 2010 and later required.
Basic knowledge of computer, and printer/copier hardware required.
Basic knowledge of Apple iDevices (iPhone/iPad) preferred, but not required.
Working knowledge of Lotus Notes, Active Directory, and CITRIX XP and later a plus, but not required.
Exceptional communication skills, both written and verbal, are critical for interactions with, end-users, other business units, and every level of management.
Ability to effectively communicate issues to the end user in a concise and understanding manner as well within the Help Desk business unit to quickly and efficiently resolve end user issues is required.
Exceptional time management skills, which enable the daily tasks and responsibilities to be completed timely with high customer satisfaction.
Strong attention to detail and the ability to multi-task as well as manage individual ticket volume is required.
Flexibility to travel to attend training at our training center in Addison, provide on-site support at branch locations, and work from designated disaster recovery locations is required.
Flexibility to work between the hours of 7:00 AM-5:00PM Monday through Thursday and 7:00 AM-6:00PM on Friday.
Work within a Saturday rotation shift of 7:30 AM - 1:00 PM, with a scheduled day off during that week.

First American Bank is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).