IT Support Service Specialist

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Hilltop Holdings is looking for an IT Support Service Specialist who will be responsible for assisting users to troubleshoot and resolve more complex or escalated IT issues. Responsibilities also include ensuring that access requests and approvals are accurate, well documented and completed in a timely manner before being reviewed by management or audit. May also act as a mentor to a new team member. Responsible for technical assistance and support related to computer systems, hardware, software, or networking issues. Additional responsibilities include acting as the point of contact for escalated issues.

• 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.).
• 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.

*Must be eligible to work in the U.S. without sponsorship now or in the future.*

The above statements are intended to describe the general nature and level of work being performed by individuals in, or assigned to, the above position and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required, and may be changed at the discretion of the Company.

• 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
• Handles 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.
• 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
• May manage or support access control requests
• Maintains a professional image, positive attitude, and adheres to standards consistent with company policies
• On Call Duties. Must be able to support rotating on call duties for the Service Desk.