Support Specialist I

UBank•Lufkin, TX

15h

About The Position

The IT Support Specialist I provides first-level technical support to UBank employees and serves as an initial point of contact for technology-related requests and incidents. The role troubleshoots routine hardware, software, endpoint, account, access, printing, and connectivity issues while maintaining accurate service tickets and communicating with employees in a timely manner. It also supports endpoint deployment, employee onboarding and offboarding, branch technology, and routine Microsoft 365 and identity-related tasks using approved procedures and access controls. Issues requiring advanced expertise are documented and escalated to the appropriate IT team or vendor. The specialist supports employees across UBank locations, provides courteous service, and follows approved knowledge articles, standards, security controls, and technology procedures. The role also contributes to IT projects, testing, documentation, cross-training, and continuous service improvement. Success is measured by timely and accurate ticket handling, effective resolution and escalation, positive employee support, accurate equipment and knowledge documentation, adherence to security procedures, and continued technical development.

Requirements

Associate degree, trade school completion, technical diploma, or relevant industry certification.
Ability to troubleshoot routine hardware, software, account, access, printing, and connectivity issues using established procedures.
Basic knowledge of Windows computers, Microsoft 365 applications, printers, mobile devices, and common workplace technology.
Strong customer service, communication, active listening, and interpersonal skills.
Ability to explain technical instructions clearly to employees with different levels of technical experience.
Ability to create and maintain accurate service tickets, troubleshooting notes, equipment records, and resolution documentation.
Ability to prioritize requests, manage multiple assignments, meet deadlines, and appropriately escalate unresolved or higher-risk issues.
Strong attention to detail, problem-solving skills, dependability, and willingness to learn.
Ability to protect confidential information and follow approved access-control, information-security, and technology procedures.
Ability to work independently and collaboratively with IT personnel, employees, vendors, and service providers.
Ability to provide support across UBank locations and assist with equipment installation, movement, inventory, and replacement.

Nice To Haves

Previous experience providing help desk, desktop support, customer service, or related technical support.
Relevant entry-level information technology certification, such as CompTIA A+ or a Microsoft certification.

Responsibilities

Serve as an initial point of contact for employee technology requests and incidents received by phone, email, chat, or the service desk.
Create, categorize, prioritize, update, and close service tickets with accurate troubleshooting steps, actions taken, and resolution details.
Troubleshoot common workstation, laptop, software, printing, peripheral, mobile-device, network-connectivity, and Microsoft 365 issues.
Assist with password resets, account unlocks, multifactor authentication enrollment, and routine user-access requests using approved procedures.
Support employee onboarding and offboarding, equipment setup, workstation deployment, software installation, and device replacement.
Install, configure, maintain, and troubleshoot computers, monitors, printers, scanners, peripherals, and approved software.
Provide branch and remote-user support, coordinating with vendors or advanced IT resources when issues cannot be resolved at first level.
Follow approved knowledge articles, scripts, standards, and procedures while providing clear guidance to employees.
Escalate unresolved, recurring, security-related, or higher-risk issues to the appropriate Systems Administration, Infrastructure, Security, Application, or vendor resource.
Follow up with employees to confirm service restoration, communicate status, and ensure timely ticket closure.
Maintain accurate equipment, software, assignment, and support documentation as required.
Support secure equipment deployment, return, inventory, storage, and disposal processes.
Report suspected security events promptly through established service desk and incident-management procedures.
Protect confidential information and follow UBank technology, access-control, information-security, change-management, and acceptable-use requirements.
Participate in IT projects, testing, documentation, cross-training, and continuous service-improvement activities.
Provide professional, courteous, and timely service to employees across UBank locations.
Perform other duties as assigned.