IT Support Specialist

4 weeks ago

Irving, Texas, United States Hilltop Holdings Full time
Job Title: IT Support Service Specialist

Hilltop Holdings is seeking an IT Support Service Specialist to join our team. As a key member of our Information Technology department, you will be responsible for providing technical assistance and support to our employees, ensuring that they have the tools and resources they need to perform their jobs effectively.

Key Responsibilities:

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Use appropriate ticketing systems to accurately assess, track, and route issues, ensuring detailed documentation on actions taken, final resolution, work in progress, and/or escalation actions required.
  • Answer, evaluate, and prioritize incoming telephone, voice mail, and email.
  • 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, guiding customers through the problem-solving process, and following up to ensure issues have 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.
  • May provide support when new locations are established or new employees are hired.
  • May 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.

Qualifications:

  • 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 basis.
  • 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.).
  • Must have 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 trouble-shooting skills with strong attention to detail.
  • Must have the 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.

About Us:

Hilltop Holdings is a diversified financial services holding company with a strong presence in the financial services industry. Our company is committed to delivering innovative technological solutions that drive success in the financial services industry.

About the Team:

The Information Technology department at Hilltop Holdings is a forward-thinking team dedicated to delivering innovative technological solutions that drive success in the financial services industry. Our department leverages cutting-edge technologies to enhance operational efficiency, customer experiences, and ensure the security and integrity of our systems and data.

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