IT Service Desk Specialist

POSITION SUMMARY

Are you driven by service excellence and inspired to support technology that makes a difference? As a Service Desk Specialist at STRATA Trust, you’ll play a critical role in ensuring our systems, tools, and technology operate efficiently to support our teams and enhance the user experience.

In this role, you’ll partner with departments across the organization to provide day-to-day IT support, troubleshoot technical issues, and maintain stable and reliable systems. You’ll serve as a trusted resource for internal stakeholders, delivering responsive, solution-focused support that keeps our operations running smoothly.

Success in this position requires strong technical aptitude, attention to detail, customer service skills, and a collaborative mindset. We’re looking for someone who brings curiosity, integrity, and a service-first attitude to their work, someone who thrives on solving problems, values teamwork, and takes pride in delivering dependable, high-quality support that reflects STRATA’s commitment to excellence.

This full-time, in-person position is based at STRATA Trust Company, Inc. in Waco (7901 Woodway Drive) where every day offers the chance to connect, grow, and make an impact.

WHAT SUCCESS LOOKS LIKE

• Teamwork. You collaborate effectively across departments, communicate clearly, and share knowledge that strengthens both the IT team and the broader organization. You understand that great support is a team effort.
• Stability. You ensure systems, devices, and user access remain stable and secure. Your proactive approach minimizes downtime and keeps our teams productive and confident in the tools they use every day.
• Innovation. You approach technical challenges with resourcefulness and urgency. Whether resolving tickets, troubleshooting complex issues, or escalating appropriately, you focus on practical, efficient solutions that reduce friction and improve workflows.
• Integrity. Your colleagues trust you. You communicate transparently, follow through on commitments, and handle access, data, and systems with accountability and professionalism.
• Service-First. Every interaction reflects STRATA’s commitment to excellence. You provide responsive, respectful, and solutions-focused support that empowers internal teams to deliver an exceptional client experience.

WHAT WILL I DO?

• Provide technical support, including coordination, vendor relations, maintenance, and support of hardware, software, printers, and all other IT systems. Support includes monitoring systems, user assistance, knowledge base documentation, integration, security, and compliance with IT policies.
• Research issues and technology trends, providing options for resolutions and recommendations as necessary.
• Serve as an IT Champion and point of contact for staff requests for technology hardware, software, maintenance contracts, network support, training, and documentation, all while following standard operating procedures and meeting service level agreements.
• Leverage software and skills to assist in the tracking of IT equipment – including inventory, transfers, and repurposing.
• Play a key role in project implementation, monitoring, and reporting including the implementation of hardware and software, policies and procedures, training, new technologies, and assigned project development/management.
• Other duties as assigned and/or taken on.

AM I THE RIGHT FIT?

Specific requirements include:

• Minimum: BA/BS in Computer Science, Computer Engineering, or technology related field and 2+ years of direct industry experience; or any other subject matter which demonstrates both the desire and ability to perform the job duties of this position.
• Strong working knowledge of Microsoft 365 and Active Directory, including user provisioning and deprovisioning, access management, configuration changes, and group policy administration. Hands-on experience supporting Microsoft Teams, SharePoint, OneDrive, Defender, Intune, and other Microsoft 365 applications, along with endpoint management and workstation troubleshooting.
• Demonstrated experience upgrading and replacing parts of a computer and adding peripherals.
• Working knowledge and understanding of security, malicious software and virus removal tools, safe software installation and uninstall practices, customizing software preferences.
• Proven ability to troubleshoot and solve issues in a networked environment and escalate complex support requests to relevant IT staff for resolutions.
• Demonstrated ability to keep current on new technologies and tools and to learn new tasks and technologies quickly.
• Valid driver’s license and willingness to travel to other locations (up to 20%).
• Excellent communication and customer service skills.
• Demonstrated ability to take initiative and contribute to a team’s success.
• Optimistic, internally motivated, community-oriented personality; and,
• Ability to make decisions, create change, and help grow a company – while growing yourself.

Desired qualifications:

• 1 – 3+ years’ experience with networking technologies (DHCP, DNS, VPN, etc) and networking support
• 1 to 3+ years of direct industry experience supporting staff and systems in a banking/financial setting
• Experience supporting remote users, branch locations, and on-site environments.
• Proven experience providing Tier 1/Tier 2 technical support in a structured Service Desk environment, including ticket management and SLA adherence.
• Demonstrated ability to document procedures, contribute to knowledge base articles, and follow standardized processes consistently.
• Experience supporting and troubleshooting Cisco Meraki network environments, including switches, firewalls, wireless access points, and VPN configurations through the Meraki Dashboard.
• High attention to detail, especially in areas impacting compliance, security, and audit readiness.

Applicants must be currently authorized to work in the U.S. on a full-time basis. This position does not offer visa sponsorship now or in the future.

WHAT DOES IT MEAN TO BE ON THE STRATA TEAM?

Our commitment to our employees goes beyond base pay—it includes the tangible things like salary, benefits, and special employee programs such as training & development, wellness, and flexible sick time. Equally important are the intangible factors like challenging work, a community focused mindset, and the opportunity to grow professionally. We do not hire resources; we invest in people.

Benefits available to you include:

• Health coverage options including Medical, Dental, and Vision
• Wellness Program that incentivizes you with premium cost savings
• Employee Assistance Program to help you with life’s challenges
• Basic Group term Life and AD&D to protect you and your family
• The opportunity to become a shareholder of the Bank through our 401k Retirement Plan
• Discounts on Pet Insurance
• Time off policies meant to support your work-life balance

INTERESTED?

This is a great opportunity to grow your career! If you think that you could be the perfect fit, please apply now. Submit your resume and contact information for consideration.

Good luck and we look forward to hearing from you!

At STRATA, we recognize that diverse perspectives and experiences drive innovation and success. We operate within a merit-based framework that fosters inclusivity and belonging, ensuring all individuals have the opportunity to contribute, develop, and thrive. We seek talented, qualified individuals for all career opportunities, without regard to any status protected under federal, state, or local law. STRATA Trust Company, Inc. is proud to be an Equal Employment Opportunity Employer.