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IT Support Specialist - Austin, TX OR Bastrop, TX at Pivotal Solutions Inc

IT Support Specialist - Austin, TX OR Bastrop, TX

Pivotal Solutions Inc Austin, TX Full-Time

IT Support Specialist


Range of Responsibilities:   Support 4|sight, Synergy, Silverlake, Profit Stars and Core applications.   Support external customers using our merchant capture program. Support internal customers (employees) with any hardware and software needs they may have.   Perform all duties in conformity with applicable regulations and bank policies.  Work under minimal supervision with considerable latitude for independent judgment.

Essential Functions: 

  • Provide internal customer service and IT support when needed.
  • Support designated area of specialty assigned to you (listed below).
  • Backup all other areas of specialty assigned to you (listed below).
  • Responsible for diagnosing any hardware or software faults with these systems and solve the issue either in person or over the phone.
  • Submit tickets to vendors in specialty areas to resolve issues.

Areas of Specialty:


  • Create and maintain various Synergy and Silverlake reports as needed.
  • Maintain E-Sign document template and make edits as needed.
  • Perform Synergy document verification and filing as well as Synergy document cabinet maintenance as needed.
  • Monitor Synergy and Silverlake Auto Capture cue.


Data Processing 

  • Receive ACH and in-clearing file daily, morning and afternoon, and process accordingly.
  • Receive return file and charge back accordingly; process return file to TIB.
  • Process any TIB adjustments as needed.
  • Receive, repair, balance, and review the POD (Proof of Deposit) runs from Vertex.
  • Audit savings bonds for End-of-Year forms.
  • Generate NSF image notices and distribute to appropriate departments.
  • Generate, print, stuff, and mail customer statements according to statement cycle.
  • Send Credit Bureau file reports to Trans Union, Equifax, and Experian.
  • Perform maintenance on all dormant accounts.
  • Assist customer service center in researching and adjusting for encoding errors.
  • Perform records research to determine missing information.
  • Perform annual system and/or version upgrades of 4|sight systems.


  • Deploy weekly Silverlake updates and patches as need.
  • Perform iSeries hardware maintenance, monthly full system saves, and quarterly IPL/PTF.
  • Perform Mimix software monitoring and annual switchover testing.
  • Make updates as needed to SDC and OFAC lists.
  • Generate annual tax forms and reprint as needed.
  • Perform annual system and/or version updates for iSeries, Mimix, and Silverlake.
  • Perform annual End-of-Year responsibilities.

          Merchant Capture

  • Coordinate with employees for all inquiries of new Merchant Capture services.
  • Work with bank employees to complete all necessary paperwork.
  • Coordinate with customers regarding install of software and hardware.
  • Support customers with all ongoing issues regarding merchant capture hardware and software.
  • Maintain all required customer documentation for Merchant Capture Program.
  • Conduct periodic audits of merchant capture customers.


           End of Day

  • Process all bank mail, including customer statements, and deliver to the post office.
  • Repair, balance, and review the POD runs from Vertex.
  • Receive the Mobile Deposit file from Ensenta and process accordingly.
  • Receive the Merchant Capture file from ProfitStars and process accordingly.
  • Perform end of day processing in 4|Sight once all tellers have balanced for the day.
  • Perform end of day processing in Silverlake.
  • Generate, print, and distribute daily reports.
  • Secure premises upon completion of end of day processing.
  • Monitor and maintain check storage area.


  • Quality control of all deposit documents.


Marginal Functions:

  • Maintain records of equipment and system malfunctions; place support calls if needed for software or hardware problems.
  • Write operating instructions for end users.
  • Document hardware and software changes for future reference.
  • Perform other duties as assigned.



Bank Secrecy Act Duties:

In the performance of respective tasks and duties, the IT Support Specialist will maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security, and Bank policies and procedures.


Company Conformance:

In compliance with all applicable regulations and Bank policies, the employee is expected to successfully produce quality work within deadlines, with or without supervision; interact in a

professional manner with other employees, customers, and vendors, while always respecting the need for confidentiality of customer information.

The employee will work effectively as a team contributor on all assignments; and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Furthermore, the employee is encouraged to actively represent the Bank to customers and the general public in ways that promote the integrity, validity, and mission of the Bank by participating in community organizations, events, and activities.

The employee is also expected to maintain a commitment to continuing education in the banking field through self-study and both in-house and outside training opportunities in all applicable banking policies, procedures, and regulations.

Regular and punctual attendance is expected and appropriate attire is required at all times, while either performing job functions or representing the Bank at outside events and activities.


Minimum Qualifications:

  • High school graduation or equivalent.
  • One year of computer experience or formal training in computer operations; some data entry experience.
  • Valid driver’s license and willingness to pick up mail on an as needed basis.

Continuing Education:

IT employees are required to attend technical certification and ongoing learning classes and complete one technical certification per year and keep any existing certifications current with CPE credits.


Preferred Qualifications:

  • Strong data entry experience.


Must also have the following demonstrated knowledge, skills and abilities:

  • Demonstrated knowledge or experience in the various functions of operating computer peripheral equipment.
  • Ability to focus for extended periods of time on highly repetitive tasks; demonstrated attention to detail.
  • Demonstrated sound judgement in identifying and reporting problems to supervisor and contributing to resolution.
  • Ability to read, comprehend, and technically apply written policies, procedures and regulations.
  • Basic math skills to balance work-in-process; typing skills.
  • Ability to maintain objectivity and independence.
  • Ability to diplomatically, yet effectively, communicate verbally and in writing with all levels of Bank staff, customers, and other related parties.


Working Conditions and Other Information:

While performing respective tasks and duties, the employee may be required to sit, talk, hear, and lift up to 25 pounds. The employee may also be required to work evenings and/or weekends, attend remote meetings, and/or travel.  Reasonable employee accommodations for physical or mental disabilities will be considered on a case-by-case basis.

Equipment used: 

Continuous:  computer and peripheral equipment

Occasional:  telephone, ten-key calculator, copier and fax machine


Physical Tasks:

Continuous:       use of manual dexterity to handle cases of paper in loading printers; talking, listening, reading, viewing, bending, and extending of arms


Frequent: sitting, walking, light lifting, pulling, and pushing,

Occasional:  kneeling, stooping, squatting, and climbing of stairs; feeding and removing item batches from the sorter and activating keyboards and switches in operation of the equipment

Other Working Conditions:

The Bank is an alcohol, smoke, and drug-free workplace and is committed to maintaining such environment.

The above statements are only intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.  This job description is not to be construed as a contract for employment as job duties may be subject to change at any time due to reasonable accommodation or other reasons.  Nothing in this job description restricts management’s right to assign or reassign duties, tasks, and responsibilities to this job function at any time.

- provided by Dice

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