Service Desk Technician III (Full Time) - San Antonio

External Applicants: Please apply through Prosperity Bank's Career Center at https://www.prosperitybankusa.com/Careers. Applying through any other source may prevent Prosperity from receiving your application. Internal Applicants: If you are a current associate of Prosperity Bank, please apply through the internal Talent - Career Center in ADP. Prosperity Bank is an Equal Opportunity Employer.

POSITION PURPOSE

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 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• 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.
• Complete technical duties as assigned in a timely and professional manner in accordance with the IT Department standards
• Complete service driven activities with a focus on soft skills.

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.

SUPERVISORY RESPONSIBILITIES:

This role has no supervisory duties. 

QUALIFICATIONS

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

Required Knowledge: Network +, MCA and ITIL familiarity. 

Experience Required: Experience with BMC solutions and functionalities. 

6-8 years of experience working in a technical environment. 

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

Experience working with the Microsoft 365 Suite and Active Directory.

Experience working with Service Management Systems.

Skills/Abilities: Must have excellent communication skills, with experience indirect client support. Must have sense of urgency and ownership to support financial applications. 

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. 

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 Organizational and Technical skills. 

Ability to follow directions and procedures. 

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.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS

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

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability:  Ability to deal with a variety of variables under only limited standardization. Able to interpret various instructions.

Mathematics Ability: Able to perform very simple algebra.

Language Ability:  Ability to read and comprehend instruction manuals. Ability to prepare memos, reports, using proper punctuation, spelling, and grammar. Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order.