IT Support Specialist

Title: IT Support Specialist

Job Grade: Non-Exempt/Hourly

Location: On-Site (Not Remote)

Company Overview

Gulf Capital Bank aims to redefine the value of a bank by offering the personal relationship touches of a traditional community bank combined with the ease of state-of-the-art banking technology and global connections provided by a group of Houston’s business and civic leaders.

For more information go to: https://www.gulfcapitalbank.com/

Summary:

As the IT Support Specialist, you will be the first point of contact for all hardware, systems and applications issues. Utilizing FreshService, you will create, track and solve tickets, perform upkeep of the bank’s inventory of physical systems, and maintain an accurate list of user access to systems and applications. You will work closely with the IT team to maintain documentation, improve processes and procedures, and help to mature our practices. You will be trained on our internal banking systems and will provide support for the primary banking applications, assisting with escalations as necessary.

Job Responsibilities:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

· Create, track and solve tickets utilizing FreshService ticketing system

· Maintain SLA’s for all issues on the service desk

· Assist users in resolving IT related issues through discussion and diagnosis

· Build reports and dashboards to identify and monitor key metrics

· Maintain accurate inventory of all physical systems

· Assist with troubleshooting, installing, upgrading and maintaining applications related to banking core

· Create and maintain thorough documentation for new and existing processes and procedures

· Liaison between MSP and bank IT team to ensure visibility and accountability for all MSP services

· Perform user onboarding and offboarding tasks

· Provide training on IT related items to users when applicable

Job Skills:

• General awareness of computer systems, PC repair, and network management
• Knowledge of Active Directory, Azure AD, VMware strongly preferred
• Strong knowledge of MS office products, including Outlook, Teams, Excel etc.
• General knowledge or experience with Meraki Switches and Palo Alto Firewalls is a plus
• Resourcefulness and quick-thinking nature to troubleshoot new and critical technical issues as they arise.
• Ability to deploy, configure, and support Windows operating systems on desktop and mobile for iOS/Android
• Understanding and appreciation for information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.

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Education and Experience:

Minimum educational requirements listed below may be substituted by relevant experience, learned competencies and/or certifications obtained throughout one’s career.

• Bachelor’s degree in computer information science is preferred
• Specialized training or certificate beyond high school in PC repair, computer software/hardware applications, or network administration is strongly preferred

Work Environment / Physical Requirements Required:

Physical Demands

The employee will occasionally lift and/or move up to 50 pounds. The employee will regularly sit; talk; hear; and use hands to finger, handle or feel. The employee will occasionally stand; walk; reach with hands and arms; climb and balance; and stoop, kneel, crouch, or crawl. Special vision requirements include close, distant, and peripheral vision; depth perception; and the ability to adjust focus. The noise level in the work environment is usually moderate. The work environment and physical demands are those of a standard office type setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Disclaimer

The above information has been designed to indicate the general nature and level of work performed within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job. Incumbent must attend work on a regular basis, on time, and withstand varying degrees of stress. This position description describes the minimum selection requirements to qualify for the position. Promotion and other employment decisions are based on employer needs, being in good standing, fully competent performance, and other non-discriminatory subjects.

As of the date shown below, the contents of this job description are intended to describe the general nature and level of work being performed by people assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties and skill required of personnel so classified. Further, essential job functions are subject to change based upon business needs.

Gulf Capital Bank is an Equal Opportunity Employer.

Revised: 2/6/2023

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Houston, TX 77056: Relocate before starting work (Required)

Work Location: In person

Salary : $60,000 - $80,000