Technology Support Technician I

The Technology Support Technician I provides first-level technical support and user maintenance assistance for the organization's branch and office locations. The position serves as an initial point of contact for technology incidents and service requests involving software, hardware, automated teller machines (ATMs), network connectivity, access, and related equipment. The Technician documents troubleshooting activity, communicates status, resolves issues within assigned scope, and escalates incidents requiring additional expertise while maintaining a professional and customer-focused support experience.

Key Responsibilities:

• Receive, evaluate, prioritize, and respond to requests submitted by telephone, voicemail, email, ServiceNow, and approved deskside support channels.
• Create, update, categorize, and track incidents and service requests in ServiceNow, ensuring that user information, issue details, troubleshooting steps, resolution actions, and status updates are complete and accurate.
• Provide first-level troubleshooting for software, hardware, ATMs, network connectivity, remote access, VPN, user access, peripheral equipment, and other supported technology services.
• Complete authorized user maintenance requests in accordance with established procedures, required approvals, security controls, and data accuracy standards.
• Communicate clearly with users throughout the support process, set appropriate expectations, provide timely status updates, and confirm resolution before closing requests when applicable.
• Escalate incidents and requests to the appropriate Technology team when the issue exceeds first-level scope, requires elevated access, presents a recurring or widespread impact, or cannot be resolved within established service expectations.
• Create and revise clear, accurate knowledge articles, troubleshooting documentation, and support procedures to improve consistency, first-contact resolution, and self-service capabilities.
• Maintain awareness of open work, assigned queues, department priorities, and shift responsibilities to support consistent coverage across branch and office operating hours. • Performs other job-related duties or special projects as assigned.

Competencies Required

• Technical aptitude and working knowledge of remote management tools, ServiceNow, Microsoft Office, Windows operating systems, basic networking, command prompts, Active Directory, VPN, Cisco Systems, and user management functions within financial services applications.
• Ability to follow documented troubleshooting methods, analyze basic technical symptoms, identify likely causes, apply approved solutions, and determine when escalation is required.
• Strong attention to detail, critical thinking, sound judgment, analytical ability, and commitment to accurate ticket documentation, incident categorization, user maintenance, and data handling. • Ability to prioritize competing requests, manage assigned queues, and multitask effectively in a high-volume and time-sensitive support environment.
• Strong customer service, collaboration, and problem-solving skills with the ability to work independently while contributing to a team environment.
• Excellent customer service and problem-solving skills with the ability to work independently while supporting a team environment.
• Professionalism, accountability, dependability, adaptability, and a willingness to receive coaching, expand technical knowledge, and support continuous improvement.

Minimum Qualifications/Experience

• Minimum one year of professional end-user technical support, help desk, service desk, desktop support experience required.
• Financial services or banking industry experience preferred.

Formal Education & Certification

• CompTIA A+ certification, or active progress toward certification, strongly preferred.
• Associate degree in a technology-related field, or an equivalent combination of directly related education and experience, preferred.

Work Status

• Full-Time.

Supervisory Responsibility

• None.

Travel

• 0% travel expected.

Working Conditions

• Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.

Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Woodforest is an Equal Opportunity Employer, including Disability and Veterans.