IT Support Specialist

About the Company

State Bank of Texas is a privately owned and independent banking institution, with a specialized focus on lending solutions tailored for the hospitality sector. The bank emphasizes personal client relationships, rapid loan processing, and the provision of modern technological services for its clientele.

Position Summary

The IT Support Specialist will handle a broad spectrum of tasks including providing technical assistance across multiple bank locations, managing hardware and software issues, and maintaining IT infrastructure such as PCs, servers, and printers. This role includes traveling between bank branches and participating actively in IT process decisions, either as a lead or backup.

Key Responsibilities

• Promptly monitor and respond to IT support requests received via the Help Desk.
• Act as the primary technical contact for colleagues via phone or email support.
• Conduct remote troubleshooting using diagnostic methods and relevant inquiry.
• Install, modify, and repair both computer hardware and software components.
• Follow up with users to ensure their technical issues are resolved thoroughly.
• Escalate unresolved problems to higher-level support staff as appropriate.
• Advocate for improvements in IT procedures and workflows.
• Travel to various branch offices when necessary to provide onsite support.
• Implement and maintain IT systems according to specific requirements.
• Support third-party software maintenance and enhancements.
• Manage Active Directory tasks including user management, permissions, security groups, and group policies.
• Oversee Windows Server environments (2016, 2019).
• Provide technical support for the AVAYA phone system including employee onboarding/offboarding, account setup, extensions, and voicemail configuration.
• Troubleshoot complex IT issues and maintain detailed documentation of incidents and resolutions.
• Maintain updated troubleshooting guides and documentation.
• Work with Microsoft Azure AD, Office 365, Teams, SharePoint, and hybrid management tools.
• Handle authentication security including multi-factor authentication configurations.
• Coordinate with core banking application vendors (e.g., Fiserv) through service tickets and calls to resolve technical issues.
• Configure, install, and update bank core applications across users and branches.
• Manage audiovisual content including creating templates and slide shows utilizing SAVI and Navori systems.
• Stay informed on IT-related regulations and industry trends.
• Ensure compliance with departmental procedures, bank policies, and external regulatory requirements.
• Adapt to multitasking in a fast-paced, time-sensitive environment.
• Perform additional duties as assigned by management.

Candidate Qualifications

• Detail-oriented with strong written and oral communication skills.
• Highly motivated and able to manage oneself independently.
• Problem-solving abilities coupled with organizational and analytical skills.
• Good interpersonal skills and effective time management.
• Competent with general computer literacy and ability to multitask efficiently.
• Willingness to work flexible hours including weekends, holidays, and evenings.

Preferred Credentials

• Associate's degree, college degree, or equivalent professional experience.
• At least two years of IT support experience in financial services.
• Working knowledge of federal banking regulations.
• Strong proficiency in Microsoft Office and extensive experience managing SharePoint design and administration.
• Experience with Fiserv core banking systems is required.