IT Help Desk Tech

First Tennessee Bank • Maryville, TN

247d

About The Position

The Level 1 Help Desk Technician is responsible for providing technical support for First Horizon Bank (FH) employees who rely on technology to be the best at serving our customers. Technicians will perform the essential tasks listed below: Provide support for technology issues, including personal computers, printers and multi-function devices, application support, software installs, password and access support, backup file restorations, email issues, internet access, and wireless device support as well as support for applications that are specific to the financial industry. Provide support identified above through various channels, including Remote Desktop Management systems, Active Directory, Microsoft SCCM, CA ITCM, etc. Provide accurate and complete description of the issue, inquiry or request in a call record or incident management tracking application. Follow step-by-step problem solving instructions prescribed in application run books, as well as perform necessary research for undocumented solutions as required. Determine when field support is necessary and dispatch appropriate vendors. Contribute to internal knowledge base, according to normal support triage, research and documentation. Level 1 technicians escalate issues as necessary to Level 2 technicians.

Requirements

• Good foundation of technical knowledge and experience in troubleshooting a wide variety of PC hardware and software issues.
• Knowledge of networking, database, server/client relationships is a plus.
• Excellent customer service skills, analytical skills, sound judgment.
• Ability to work effectively with end users, IT team members, and vendor partners.
• Experience working in an inbound help desk environment.
• Excellent verbal and written communication skills.
• Excellent interpersonal and professional interaction skills.
• Self-motivated and directed, capable of independent decision making and prioritization of tasks.
• Knowledge of ServiceNow is a plus.
• Minimum of 1 year in a similar job function required.
• Degree in IT related field or technical certifications is a plus.

Responsibilities

• Provide support for technology issues, including personal computers, printers and multi-function devices.
• Support application issues, software installs, password and access support, backup file restorations, email issues, internet access, and wireless device support.
• Utilize Remote Desktop Management systems, Active Directory, Microsoft SCCM, CA ITCM for support.
• Document issues, inquiries, or requests in a call record or incident management tracking application.
• Follow problem-solving instructions in application run books and perform research for undocumented solutions.
• Determine when field support is necessary and dispatch appropriate vendors.
• Contribute to internal knowledge base through support triage, research, and documentation.
• Escalate issues to Level 2 technicians as necessary.

Benefits

• Medical with wellness incentives
• Dental and vision insurance
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Management of Companies and Enterprises
• Education Level: Associate degree