IT Support Specialist III

Populus Financial Group•Irving, TX

11d•Hybrid

About The Position

Populus is an amazing company where our employees stay because they love their teams and the growth opportunities. Additionally, we offer a competitive 401K match, a generous paid time off package, and Health Benefits. Our mission is to provide a broad range of quality financial products and services delivered with best-in-class customer service. We work and lead with integrity, and we celebrate employees who exemplify our values. Come join our team! The IT Support Specialist III is responsible for supporting advanced technical issues for 500+ Corporate Staff, at both and corporate office locations and regional office locations. This role will maintain user lifecycle, perform hardware/software installations, perform troubleshooting, and improve IT systems/processes through creation of SOP/Knowledgebase documentation. The IT Support Specialist III will serve as the subject matter expert for the team and operate as a technical escalation point for the tiers 1 and 2 analysts as needed.

Requirements

Proactive thought process and communication.
Critical thinking and analytical troubleshooting.
Aptitude and desire to learn new technologies.
Strong organization and note taking skills.
Strong verbal/written communication, time management, phone etiquette, and conflict resolution skills.
Strong problem-solving skills.

Responsibilities

Tier 1-3 corporate technical support via phone, email, and ticketing system submissions.
Provide troubleshooting support for a variety of hardware and software issues, handling ticketed requests escalated from tier 1 and 2 specialists.
Respond to emergency situations as needed and properly follow escalation paths.
Prepare written materials (e.g. reports, memos, letters, procedures, system level documentation, etc.) for the purpose of documenting activities, providing written reference, and/or conveying information.
Consult with IT Management and other departments as needed.
Install, configure, and replace hardware (e.g. printers, scanners, workstations, phones, etc.).
Install, configure, and replace a wide array of software systems.
Resolve service requests via ticketed submissions within established service level agreements.
Package, ship, and track all shipments to and from remote office locations.
Collaborate with Information Security and Infrastructure teams to ensure all systems are compliant with Payment Card Industry Data Security Standards.
User lifecycle maintenance (e.g. account creation/removal, unlock/reset, licensing, etc.)
Configure and maintain user and device governance policies relating to user accounts and endpoints.
User administration in on-prem and cloud software systems (Exchange, Active Directory, IBMI AS400).
Identify recurring support trends and produce Knowledgebase documentation including training and educational material to both corporate support team and end users.
Perform other duties or special projects as assigned by management.