IT Help Desk Tech

First Horizon • Maryville, TN

2d • Onsite

About The Position

The Level 1 Help Desk Technician is responsible for providing technical support for First Horizon Bank 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-functional 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 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, is required.
• Requires excellent customer service skills, analytical skills, sound judgment, and the ability to work effectively with end users, and IT team members and vendor partners
• Experience working in an inbound help desk environment to include knowledge of responsibilities, processes, and procedures.
• Excellent verbal and written communications skills
• Excellent interpersonal and professional interaction skills
• Self-motivated and directed, capable of independent decision making and prioritization of tasks
• Minimum of 1 year in a similar job function required

Nice To Haves

• Other areas of knowledge such as networking, database, server/client relationships is a plus.
• Knowledge of ServiceNow a plus
• Degree in IT related field or technical certifications a plus

Responsibilities

• Provide support for technology issues, including personal computers, printers and multi-functional 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 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.

Benefits

• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees