IT Operations Specialist I

SUMMARY:

The IT Operations Specialist I is responsible for responding to end-user technical assistance requests through various channels and troubleshooting basic to mid-level issues with computers, applications, and networks. This role involves documenting, tracking, and resolving problems using established processes, while also advising users on best practices to prevent future issues. Additionally, this role supports the installation and configuration of software and devices, as well as basic network infrastructure. Collaboration with users and the escalation of complex issues to appropriate teams are essential to ensure effective resolution and compliance with service level standards.

JOB DUTIES AND ESSENTIAL FUNCTIONS:

• Respond to end-user requests for technical assistance via phone, email, or ticketing system.
• Advise end users on methods and steps to resolve issues and prevent recurrence, supplying necessary documentation.
• Diagnose and resolve basic to mid-level issues related to computers, applications, systems, devices, access, and performance.
• Troubleshoot and resolve network connection issues for employees, including but not limited to, VPN connectivity and phone system configuration issues.
• Deliver exceptional customer service by maintaining clear, professional, and timely communication with end-users via phone, email, and in-person interactions.
• Utilize established processes to document, track, and resolve reported problems efficiently.
• Utilize product information and knowledge bases to conduct research, troubleshoot issues, and deliver effective solutions.
• Assist with the installation or upgrade of software and devices, including setting up user profiles and resetting passwords.
• Aid in the installation and configuration of network infrastructure (LANs, WANs) and monitors overall network performance.
• Configure Windows-based workstations with disk imaging and configuration tools (re-imaging and imaging) for employee use.
• Implement basic security measures to protect systems, networks, and data, ensuring effective backup and recovery plans.
• Assist in the analysis of business requirements and participate in the selection process for IT hardware and software.  
• Escalate complex problems to appropriate teams for resolution.
• Maintain detailed documentation of methodologies, processes, and specifications for the organization's IT systems.
• Stay informed about developments and trends in the IT landscape.
• Perform other tasks and special projects as assigned.

WORKING CONDITIONS:

• Air-conditioned office environment.
• Consistent and timely attendance is required to ensure uninterrupted operational efficiency and exemplary service delivery. 
• Commute to various remote sites in Texas using a personal vehicle. 
• Some after-hours shifts (evenings or weekends) as needed.

PHYSICAL DEMANDS:

• Sit for extended periods of time.
• Walk, stand, bend, squat, twist, and reach.
• Simple grasping and fine manipulation.
• Extended keyboarding.
• Ability to lift and move 50 lbs.

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent.
• Familiarity with computer systems, applications, and troubleshooting techniques for hardware and software issues.
• Familiarity with Windows operating systems.
• Familiarity with Microsoft Office applications (Word, Excel, Outlook, PowerPoint, OneNote).
• Familiarity with computer cable requirements – power, USB, video, etc.
• Familiarity with computer network standards (TCP/IP, switches, firewalls, Wi-Fi)
• Basic knowledge of network infrastructure, including LANs and WANs, and the ability to monitor network performance.
• Strong verbal and written communication skills to effectively assist end users and document processes.
• Ability to work collaboratively with team members and other departments to resolve technical issues.
• Familiarity with IT security best practices.

PREFERRED REQUIREMENTS:

• 2-year degree in an Information Technology related field of study.
• 2 years of IT support experience in a Windows-based environment.
• IT professional certification (e.g. A+, Network+, ITIL).

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer

TexasBank is committed to providing equal employment opportunities regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, compensation, benefits, training, disciplinary actions, layoff, recall, transfer, leaves of absence, and termination. Employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of Human Resources.