IT Support Specialist
On-siteDecatur, Texas, United States
Job Summary
Respond to help desk requests via phone, email, ticketing systems, and remote tools to troubleshoot hardware, software, printer, network, and Microsoft 365 issues for Legend Bank employees. Setup, deploy, and support employee devices including computers, monitors, phones, and scanners while assisting with onboarding, offboarding, and access changes. Document all work in ticketing systems and contribute to knowledge articles and standard procedures. Maintain an organized help desk queue and equipment area, and assist with technology support during incidents, outages, and branch moves. Work independently and collaboratively with internal IT teams, managed service providers, and third-party partners to keep staff productive.
Required Qualifications
- High School education
- 3 – 5 relevant hardware and software support experience
- Basic working knowledge of Windows workstations, laptops, printers, peripherals, mobile devices, Microsoft 365, and common business applications
- Ability to troubleshoot routine technical problems
- Ability to ask clear questions
- Ability to follow documented procedures
- Ability to know when to escalate
- Strong customer service skills
- Patience
- Professionalism
- Clear communication
- Ability to support employees with varying levels of technical knowledge
- Ability to protect confidential information
- Ability to follow bank policies, security standards, and access control procedures
- Detail-oriented
- Ability to document work accurately
- Ability to keep tickets current
- Ability to promote positive image of the company
- Ability to work independently on assigned tickets
- Ability to collaborate with IT team members, managed service providers, and Third-Party support partners
Desired Qualifications
- Coursework, technical training, or certification in information technology, computer support, networking, cybersecurity, or a related field
- Familiarity with ticketing systems
- Familiarity with remote support tools
- Familiarity with basic networking concepts
- Familiarity with user account support
- CompTIA A+ certification
- Microsoft 365 Fundamentals certification
- CompTIA Network+ certification
- Security+ certification
- Similar certification
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