The Role
Provide senior-level technical support and escalation for corporate and branch locations, manage incidents in ServiceNow, perform hardware/software break/fix, lead location installations, perform endpoint management with RMM tools, handle PC lifecycle and imaging, travel extensively for on-site troubleshooting, participate in on-call rotation and disaster recovery.
Summary Generated by Built In
Job Summary & Responsibilities
* Provide senior-level technical support across corporate and branch locations for First Community Services and its supported organizations
* Serve as a technical escalation point for IT Support Technicians
* Proactively identify recurring incidents and inefficiencies and take initiative to implement lasting solutions through process improvements, automation, or documentation.
* Manage assigned incidents in ServiceNow across a range of hardware and software break/fix issues
* Analyze technology in assigned locations for proper functionality and decision needs and upgrades
* Purchase equipment within assigned level of authority
* Manage assigned projects including lifecycle management of PCs, peripherals, and other infrastructure, new branch installations, and software rollouts such as Windows feature updates or application deployments/updates
* Independently lead and successfully complete location installations
* Identify, diagnose, and replace components such as RAM, storage drives, and UPS batteries
* Provide endpoint management using Remote Management & Monitoring (RMM) tools such as MECM, NinjaOne, or similar
* Travel within the assigned region for on-site troubleshooting and hardware installation
* Act as remote hands for other First Community Services departments including physical inspection of ATMs, network equipment replacement, and inspection and troubleshooting of alarm systems
* Participate in the on-call rotation and Disaster Recovery activities
* Travel up to 75% for certain regions
* Regular and predictable attendance and punctuality
* Other duties as assigned.
* Serve as a technical escalation point for IT Support Technicians
* Proactively identify recurring incidents and inefficiencies and take initiative to implement lasting solutions through process improvements, automation, or documentation.
* Manage assigned incidents in ServiceNow across a range of hardware and software break/fix issues
* Analyze technology in assigned locations for proper functionality and decision needs and upgrades
* Purchase equipment within assigned level of authority
* Manage assigned projects including lifecycle management of PCs, peripherals, and other infrastructure, new branch installations, and software rollouts such as Windows feature updates or application deployments/updates
* Independently lead and successfully complete location installations
* Identify, diagnose, and replace components such as RAM, storage drives, and UPS batteries
* Provide endpoint management using Remote Management & Monitoring (RMM) tools such as MECM, NinjaOne, or similar
* Travel within the assigned region for on-site troubleshooting and hardware installation
* Act as remote hands for other First Community Services departments including physical inspection of ATMs, network equipment replacement, and inspection and troubleshooting of alarm systems
* Participate in the on-call rotation and Disaster Recovery activities
* Travel up to 75% for certain regions
* Regular and predictable attendance and punctuality
* Other duties as assigned.
Position level is dependent upon experience and tenure
Physical Requirements:
* Must be able to position self in tight spaces and perform overhead and under desk work
* Occasional use of a ladder required
* Ability to lift and carry up to 75 pounds
* Must be able to position self in tight spaces and perform overhead and under desk work
* Occasional use of a ladder required
* Ability to lift and carry up to 75 pounds
FNBT is an equal opportunity employer.
Preferred Qualifications* At least 18 years of age
* High school diploma or equivalent
* Associate degree in computer science or PC-related field preferred; equivalent experience accepted
* Industry certification preferred: CompTIA A+, Network+, or equivalent
* 2+ years of Desktop Support or related experience
* Experience managing incidents through a ticketing system (ServiceNow or equivalent)
* Prior experience in a multi-site or distributed IT environment a plus
* Prior experience mentoring or providing technical guidance to junior technicians a plus
* Microsoft Windows operating systems, including the ability to run and interpret commands such as ping, ipconfig, net use, gpresult, and gpupdate experience
* Experience within Windows file and folder permissions including network and administrative shares
* Microsoft Management Console and key snap-ins: Event Viewer, Disk Management, Device Manager, Certificate Manager, Print Manager, Group Policy Editor, and Active Directory
* Ability to enabling, suspend, and recover BitLocker encrypted drives and managing recovery keys
* Experience navigating and making targeted edits in the Windows Registry
* Network cabling practices including termination, keystone punchdowns, tracing, and toning
* IP addressing, subnet masks, DHCP, DNS, and VPN functionality
* Expert knowledge of LAN/WAN concepts, VLANs, and network architecture
* OS imaging and deployment using MECM or similar tools
* Must possess a valid driver s license, current auto insurance, and have reliable personal transportation
* Must successfully pass background investigation according to company policy
* Must be able to get along with co-workers and work effectively in a team environment
* High school diploma or equivalent
* Associate degree in computer science or PC-related field preferred; equivalent experience accepted
* Industry certification preferred: CompTIA A+, Network+, or equivalent
* 2+ years of Desktop Support or related experience
* Experience managing incidents through a ticketing system (ServiceNow or equivalent)
* Prior experience in a multi-site or distributed IT environment a plus
* Prior experience mentoring or providing technical guidance to junior technicians a plus
* Microsoft Windows operating systems, including the ability to run and interpret commands such as ping, ipconfig, net use, gpresult, and gpupdate experience
* Experience within Windows file and folder permissions including network and administrative shares
* Microsoft Management Console and key snap-ins: Event Viewer, Disk Management, Device Manager, Certificate Manager, Print Manager, Group Policy Editor, and Active Directory
* Ability to enabling, suspend, and recover BitLocker encrypted drives and managing recovery keys
* Experience navigating and making targeted edits in the Windows Registry
* Network cabling practices including termination, keystone punchdowns, tracing, and toning
* IP addressing, subnet masks, DHCP, DNS, and VPN functionality
* Expert knowledge of LAN/WAN concepts, VLANs, and network architecture
* OS imaging and deployment using MECM or similar tools
* Must possess a valid driver s license, current auto insurance, and have reliable personal transportation
* Must successfully pass background investigation according to company policy
* Must be able to get along with co-workers and work effectively in a team environment
Skills Required
- Pass background investigation according to company policy
- Valid driver license, current auto insurance, and reliable personal transportation
- Ability to lift and carry up to 75 pounds; occasional ladder use; overhead and under-desk work
- Provide on-site travel within assigned region (up to 75%)
- 2+ years of Desktop Support or related experience
- Experience managing incidents through a ticketing system (ServiceNow or equivalent)
- Experience with Remote Management & Monitoring tools (MECM, NinjaOne, or similar) and OS imaging/deployment
- Proficiency with Microsoft Windows OS including commands (ping, ipconfig, net use, gpresult, gpupdate)
- Experience with Windows file/folder permissions, network/administrative shares, and Group Policy
- Experience with Microsoft Management Console snap-ins (Event Viewer, Disk Management, Device Manager, Certificate Manager, Print Manager) and Active Directory
- Ability to enable/suspend/recover BitLocker encrypted drives and manage recovery keys; familiarity editing Windows Registry
- Knowledge of IP networking (IP addressing, subnet masks, DHCP, DNS, VPN), LAN/WAN concepts, VLANs, and network architecture
- Network cabling practices including termination, keystone punchdowns, tracing, and toning
- Associate degree in computer science or PC-related field preferred (equivalent experience accepted)
- Industry certification preferred: CompTIA A+, Network+ or equivalent
- Prior experience mentoring or providing technical guidance to junior technicians a plus
- At least 18 years of age
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The Company
What We Do
First National Bank Texas (FNBT) and First Convenience Bank (FCB), a division of FNBT, remain dedicated to providing customers with quality financial products and services. Our bank was originally founded in 1901 in the Central Texas town of Killeen, only 19 years after the city was established. From our humble beginnings, we have grown to over $4 billion in assets and operate in over 340 locations in Texas, Arizona, Arkansas, and New Mexico. Our bank has grown in many ways over the years, but our focus and commitment remain the same—providing customers with great banking solutions and world-class service. More than a century ago, we began the tradition of being a great community bank focused on the financial success of our customers. Today, more than 3,200 dedicated banking professionals carry on and maintain that established custom. So much has changed since 1901, but our commitment to putting our customers first has not. As we continue to grow and serve customers, we remain committed to providing a combination of modern banking convenience and old-fashioned service.
