IT Support Specialist

Legend Bank Na; Decatur (TX); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Legend Bank is seeking an IT Support Specialist to provide first-level technical support for employees at the Decatur Operations Center. You will respond to help desk requests via phone, email, or ticketing system, troubleshoot routine hardware, software, and Microsoft 365 issues, and document actions taken.

This entry-level role emphasizes customer service, clear communication, and the ability to escalate complex problems to MSPs.

Qualifications

• High School education or equivalent required; IT coursework or certification preferred.
• 3–5 relevant hardware and software support experience or internship.
• Basic knowledge of Windows, Microsoft 365, printers, and business apps.
• Strong customer service, clear communication, and problem solving.
• Familiarity with ticketing systems and remote support tools; basic networking.
• Ability to protect confidential information and follow bank security policies.

Responsibilities

• Respond to help desk requests by phone, email, ticketing, or in person.
• Troubleshoot routine workstation, printer, and software issues.
• Setup and support devices, monitors, phones, and scanners.
• Document work in ticketing systems with details and resolutions.
• Assist with onboarding/offboarding and access changes.
• Promote accurate support documentation and knowledge articles.
• Support during incidents, outages, and IT projects as needed.
• Maintain organized queues and support areas.

Skills

Customer service

Communication

Problem solving

Attention to detail

Independent worker

Team collaboration

Education

High School diploma

IT certification / coursework

Tools

Windows OS

Microsoft 365

Printers & peripherals

Mobile devices

Ticketing systems

Remote support tools

Basic networking

Job description

Job DetailsLevel: ExperiencedJob Location: Decatur Operations Center - Decatur, TX 76234Job Category: Information TechnologyPRIMARY FUNCTION The IT Support Specialist provides first-level technical support for Legend Bank employees. This entry-level role responds to help desk requires, troubleshoots common hardware, software, printer, network access, Microsoft 365, and application issues, and helps keep employees productive through timely, professional support. The position serves as the first point of contact for employee technology needs and escalates more complex issues to the appropriate internal IT resource, managed service provider, or Third-Party support partner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• A. Responds to help desk requests by phone, email, ticketing systems, remote support tools, and in person when needed.
• B. Troubleshoot and resolve routine workstation, laptop, printer, peripheral, Microsoft 365, network connectivity, password, and application access issues.
• C. Setup, deploy and support employee devices, including computers, monitors, phones, printers, scanners, and other standard bank technology.
• D. Document all work in the ticketing systems, including issue details, troubleshooting steps, status updates, resolution notes, and next steps.
• E. Assist with employee onboarding, offboarding, access changes, device preparation, and technology setup in accordance with bank procedures.
• F. Support basic user account administration, password resets, access requests, and security-related procedures as assigned.
• G. Contribute to basic knowledge articles, checklists, and standard procedures that improve employee support and reduce repeat issues.
• H. Maintain a clean, organized, and accurate help desk queue, equipment area, and support documentation.
• I. Assist with technology support during incidents, outages, branch moves, equipment refreshes, and other IT projects as required.

KNOWLEDGE AND EXPERIENCE REQUIRED

EDUCATION: High School education or equivalent required. Coursework, technical training, or certification in information technology, computer support, networking, cybersecurity, or a related field is preferred.

EXPERIENCE AND JOB QUALIFICATIONS:

• A. Prior help desk, customer service, technical support, internship, coursework or 3 – 5 relevant hardware and software support experience.
• B. Basic working knowledge of Windows workstations, laptops, printers, peripherals, mobile devices, Microsoft 365, and common business applications.
• C. Ability to troubleshoot routine technical problems, ask clear questions, follow documented procedures, and know when to elevate.
• D. Strong customer service skills, including patience, professionalism, clear communication, and the ability to support employees with varying levels of technical knowledge.
• E. Familiarity with ticketing systems, remote support tools, basic networking concepts, and user account support preferred.
• F. Ability to protect confidential information and follow bank policies, security standards, and access control procedures.
• G. Detail-oriented with the ability to document work accurately and keep tickets current.
• H. Ability to promote positive image of the company required.
• I. Able to work independently on assigned tickets and collaboratively with IT team members, managed service providers, and Third-Pary support partners.
• J. CompTIA A+, Microsoft 365 Fundamentals, CompTIA Network+, Security+, or similar certification is helpful, but not required.

Legend Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

FDIC-Insured