IT Support Service Specialist

Hilltop Holdings - Irving, TX

Full-time

Irving, TX

Credit Intermediation and Related Activities

About the position

Hilltop Holdings is seeking an IT Support Service Specialist to join our team in Irving, TX. This role is pivotal in assisting users with troubleshooting and resolving complex or escalated IT issues. The IT Support Service Specialist will ensure that access requests and approvals are accurate, well-documented, and completed in a timely manner before being reviewed by management or audit. This position may also involve mentoring new team members, providing technical assistance and support related to computer systems, hardware, software, or networking issues. Additionally, the specialist will act as the primary point of contact for escalated issues, ensuring that all user concerns are addressed promptly and effectively. In this role, the IT Support Service Specialist will be responsible for providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Utilizing an appropriate ticketing system, the specialist will accurately assess, track, and route issues while ensuring detailed documentation on actions taken, final resolutions, and any required escalation actions. The specialist will also handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex issues to the Lead or other technical staff as necessary. The position requires testing software and hardware to evaluate ease of use and determine whether products can aid users in improving work performance and efficiency. Excellent customer service is paramount, as the specialist will respond to inquiries from employees, guiding them through the problem-solving process and following up to ensure issues are resolved. The specialist will maintain the performance of computer systems by installing, modifying, and repairing hardware and software, and will be responsible for configuring and maintaining devices and systems for remote sites and users. This role may also involve supporting new locations or new employee onboarding, composing process documentation, and training users on specific applications. The IT Support Service Specialist will maintain a professional image and positive attitude, adhering to company policies while being available for on-call duties as required.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Use appropriate ticketing system to accurately assess, track and route issues; ensure detailed documentation on actions taken, final resolution, work in progress and/or escalation actions required
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail
• Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Lead or other technical staff
• Test software and hardware to evaluate ease of use and whether product can aid user in improving work performance and efficiency
• Provide excellent customer service by responding to inquiries received from employees, online or via phone; guide customer through problem-solving process, following up to ensure issue has been resolved
• Maintain performance of computer systems by installing, modifying and/or repairing hardware and software
• Install, troubleshoot, repair, and maintain hardware and software
• Develop standard Service Desk answers/Knowledge Base entries for common problems and submit for final editing and posting
• Primary department responsibility for configuring and maintaining devices and systems for remote sites and users
• Provide support when new locations are established, or new employees are hired
• Assist in composing process documentation and/or train users on how to navigate through specific applications
• Manage or support access control requests
• Maintain a professional image, positive attitude, and adhere to standards consistent with company policies
• Support rotating on call duties for the Service Desk.

Requirements

• High School diploma, general education degree (GED) or equivalent required; Bachelor's degree, Associates degree, or IT related certifications preferred
• 2+ years of experience in an IT support role required—IT degree or certifications will be considered in lieu of some required experience, evaluated on a case-by-case base
• Experience in banking or financial services industry preferred
• A+ certification preferred
• Experienced with the use and operation of IT Service Management tools (i.e. Remedy, ServiceNow, etc.)
• Very strong knowledge of and experience with current Microsoft Windows and Microsoft Office products
• Excellent communication skills, both verbal and written
• Ability to learn and retain knowledge of various systems, tools, and applications
• Excellent analytical and troubleshooting skills with strong attention to detail
• Ability to work efficiently and effectively under pressure in a deadline-driven environment while maintaining a professional and mature demeanor
• Excellent time management and organizational skills
• Excellent verbal, written, and interpersonal communication skills with the ability to interact with all levels of company employees
• Excellent customer service skills
• Must be able to work rotating on-call shifts which may include evening and weekend hours
• Must be eligible to work in the U.S. without sponsorship now or in the future.