• Lead Service Desk Technician

    Job Location US-TX-Richardson Operations Center
    ID
    2018-3701
    Location: Address
    2350 Lakeside Blvd
    Category
    Information Technology
  • Overview

    At Texas Capital Bank, we are driven by a single-minded and unwavering mission: to serve business and the individuals who run them. We use a consultative approach and innovative technologies to develop new ideas that give the bank and our clients a competitive advantage. We partner with our customers to push the boundaries of what’s possible—together.

    Headquartered in Dallas, Texas Capital Bank has offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, and we serve clients in a variety of industries from coast-to-coast.

     

    We are on the Forbes Best Banks in America list, and were named a top place to work by The Dallas Morning News, Houston Chronicle and San Antonio Express-News. For further information, please visit us at www.texascapitalbank.com.

    Responsibilities

    • First point of contact for all information technology issues within Texas Capital Bank
    • Assist the end user community by recording, resolving, and responding to issues
    • Function as a single point of contact for problems referred by other individuals and departments by providing close loop on routine queries
    • Responds to telephone calls, email and personnel requests for technical support
    • Support DOS, LAN/WAN connectivity, VPN Technology, Microsoft Office Products, Windows Operating Systems
    • Follow prescribed guidelines and procedures and seek guidance from Manager as appropriate
    • Ability to accurately interpret and fulfill customer requirements to achieve customer satisfaction
    • Understand team and organizational support structures
    • Track and document information regarding troubleshooting techniques
    • Lead and direct the work of others
    • Perform ticket quality reviews
    • Assist with maintaining documentation for policies and procedures

    The duties listed above are the essential functions, or fundamental duties within the job classification.  The essential functions of individual positions within the classification may differ.  Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.

    Qualifications

    • Must be flexible for extended hours and/ or shift work
    • Ability and willingness to work overtime
    • 5+ years previous experience in a call center environment required
    • 2+ years of leadership experience preferred
    • Must be able to work with little or no supervision at times
    • Must have excellent Customer Service, telephone, listening and communication skills
    • Demonstrated experience in applying knowledge/skills in a Customer Support environment
    • Strong analytical aptitude and problem solving skills in a technical environment
    • Multi-task across several ongoing tasks of varying priorities as required
    • Must have excellent documentation skills
    • Ability to make good judgments, negotiate, problem solve and decision making skills
    • Ability to understand and clearly communicate technical information to non-IT personnel
    • Maintain a high level of knowledge regarding the clients computing environment
    • Must demonstrate strong sense of urgency regarding solving end-user issues
    • Be able to solve problems regarding system errors or usage issues
    • Must be able to minimize downtime by rapidly diagnosing and resolving problems
    • Must be able to Maintain a high level of teamwork and communication
    • Experience in supporting and troubleshooting Microsoft Windows 7 and 10 and Microsoft Office 2010 and 365

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