IT Support Lead

FLSA: Non-Exempt 
LOCATION: Amarillo, Civic Branch
SHIFT: Monday-Friday, with occasional Saturdays and Sundays; assigned hours typically between 7:00 AM and 6:00 PM
Some travel required 
REPORTS TO: IT Support Team Manager

Herring Bank is seeking an IT Support Lead to serve as a senior member of the IT Support team and help ensure consistent, high-quality support across the organization. This role provides hands-on support for end-user technology while helping drive ticket ownership, service quality, documentation discipline, and operational follow-through.

The IT Support Lead supports the lifecycle of end-user technology across the bank, including workstations, printers, mobile devices, conference room technology, IP phones, end-user software, and other endpoint devices and services. This role supports Herring Bank employees and Campus Solutions customers and helps coordinate issues through resolution, including escalations to other IT teams or vendors.

· Provide technical support for workstations, printers, mobile devices, conference room systems, IP phones, software, and other end-user technologies.

· Assist with deployment, setup, maintenance, refresh, recovery, and replacement of endpoint devices.

· Take ownership of tickets and help drive issues through resolution, including follow-up with other IT teams and vendors.

· Help maintain ticket quality through clear updates, root cause documentation, resolution details, and preventative actions where applicable.

· Assist with inventory accuracy and asset tracking for support-managed devices.

· Ensure endpoint devices are securely configured and function properly within the bank’s environment.

· Follow standards for installation quality, labeling, documentation, and cabling.

· Assist with workstation patching, endpoint vulnerability remediation, and endpoint access governance.

· Support user onboarding, moves, adds, changes, and offboarding related to end-user technology.

· Collaborate with other IT teams on escalations, rollouts, testing, and user-facing technology changes.

· Provide guidance and support to users and junior IT Support staff as needed.

· 3-5 years of IT support experience with strong hardware, software, and endpoint troubleshooting skills.

· Strong sense of ownership and ability to manage issues through completion.

· Good communication, organization, and problem-solving skills.

· Working knowledge of endpoint support, basic networking, and IT security practices.

· Experience with ticketing systems, asset tracking, and endpoint support tools.

· Familiarity with banking or other regulated environments preferred.

· Relevant technical certifications are a plus.

· Valid driver’s license and ability to travel occasionally for support, installations, or training.

· On-site role based in Amarillo.

· Occasional after-hours or weekend work may be required.

· Works closely with the IT Support Manager and other IT teams.

· Must complete and pass a background check.

· Must be able to actively participate in virtual meetings, training, and communications using Bank-approved technology (e.g., Microsoft Teams), including maintaining reliable audio/video capability and use of Bank-issued systems

This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other and/or different tasks be performed as assigned.