Service Desk Support Tier I

Position Summary

The Service Desk Support position provides customer support related to technology at Susser Bank. A timely and accurate response to employee service requests is key to keeping our user community productive. Assisting with first level support from fellow technicians or directly from tickets/phone calls. Emphasis on customer service is critical as is managing the life cycle of a call from inception to completion while keeping the user informed and managing their expectations. Both technical and communication skills are needed to achieve the desired results. This is a non-exempt position that typically will not exceed 40 hours per week but could require overtime during peak times or projects. One to Five years of experience working in a corporate environment is necessary and finance/banking industry background is preferred. Successful candidates will be curious, adaptable, and detail-oriented with a strong desire to grow within a supportive team environment.

Primary Duties and Responsibilities

End User Phone/Email Support: Answers incoming calls/emails to the Service Desk logging incidents into the ticketing system and resolves basic issues immediately. Other issues are escalated to other team members or worked in priority order. Keeping detailed case notes and setting user expectations is essential.

In Person Support: Deskside support is required for some cases including delivery of workstations, monitors, telephones, printers, etc. Some onsite troubleshooting may be required as well. This will require travel to branch locations as needed.

Basic Network & Systems Administration: Basic user AD administration and network cable-patching skills will be required. Must understand phone & computer cable patching infrastructures. User setup procedures are followed to establish or reset users according to company standards.

Workstation Setup & Support: Will set up and troubleshoot new and existing desktops, laptops, monitors, docking stations, telephones, printers, and related peripherals. Will also include intermediate level application setup such as email and other Office & OneDrive settings. Image workstations using automated tools (MS Endpoint Manager).

System Monitoring: Monitor application processing to ensure workflow and automation jobs are operating as intended. Promptly escalate any issues to required support staff and manager.

Documentation: Create procedure documents and articles to inform fellow employees or other technology staff. These will be either how-to articles or environment based.

Effective Communicator: Must be able to efficiently communicate with a variety of audiences. This will include well written emails, procedures, and ticket case notes.

Environmental Requirements

To successfully deliver on the above responsibilities, the prospective candidate will have thorough working knowledge of the systems in use in our environment. These include:

• Workstation Environment – Dell desktops & laptops running current versions of Microsoft Windows and Office 365. Microsoft Endpoint Manager, Zoom (phone system),  
• Case Management Environment – ConnectWise PSA for case management. ConnectWise Asio for remote workstation support.
• Systems Administration – Microsoft Active Directory, OneDrive, file transfer/automation systems; Jack Henry (or other major) core banking system and Zoom telecom system. Opportunities exist to work with automation tools such as Power Automate and Microsoft Copilot.
• Soft Skills – Eagerness to resolve all forms of technology issues empowering bank staff to excel in their respective functions. Providing friendly support with a reassuring attitude and smile in your voice. 

Susser Bank is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Susser Bank participates in E-Verify.