IT Support Specialist

First Horizon Bank•Lafayette, LA

20h•Onsite

About The Position

Provides timely, customer-service oriented support to end users on a variety of PC, Printer/Copier, Server, Network, and Application issues. Responds to issues reported via a ticketing system, and documents work within that system. Image and deploy computer equipment for new recruits and to resolve computer issues. Acquires and documents knowledge, both technical and institutional. Have knowledge of commonly used concepts, practices, procedures, and terminology within the field of Information Technology. Follows established processes and procedures and assists with creating new ones. Performs some project management/coordination tasks. Reports to the IT Asset Management and Procurement Manager.

Requirements

High school diploma or GED plus relevant technical certifications and/or experience.
2-5+ years of experience working in IT or related fields; prior Help Desk or other technical support experience strongly preferred.
Proficiency with the Microsoft Office Suite is required; strong Excel skills are preferred.
Active Directory experience is required.
Experience with an IT Service Management platform or ticketing system is strongly preferred.

Nice To Haves

Prior experience providing IT support for a large business or enterprise is preferred.
Prior experience in the Financial Services industry is a plus.
Spanish language skills are a plus.
Experience with Adobe applications, Microsoft SCCM, or Banking/Financial industry specific applications is preferred.
Technical certifications are not required, but preferred, e.g. CompTIA, ITIL, or vendor-specific certifications from Microsoft, Cisco, or HP.

Responsibilities

Provides Level 2 support for Incidents and Requests both remotely and in the field.
Assists Level 1 support teams with troubleshooting or resolving issues that are more complex.
Escalates as needed to Level 3 or 4 teams, providing excellent documentation of the issue at hand and all troubleshooting performed to that point.
Image and validate new laptop and desktop computers for deployment to new users and to resolve hardware issues.
Perform basic information gathering and troubleshooting for imaging issues.
Work with other teams to test changes to computer imaging processes.
Work with computer hardware vendor to troubleshoot and fix issues for under warranty equipment.
Assist users in migrating data to new computer equipment.
Provide backup queue management for new computer requests.
Help with receipt and storage of new equipment shipments.
Help maintain accurate inventory of equipment.
Place procurement orders for new computer hardware and needed peripherals.
Reach out to users to resolve issues with computer equipment requests.
Work with managers to ensure retrieval of computer equipment from terminated associates.
Maintain accurate computer inventory and equipment assignments.
Create shipping labels and prepare packages to ship equipment to users.
Work with users to recover IT equipment that is no longer in use.
Maintain records of returned IT equipment.
Provide executive support for VIP users.
Assist in setting up A/V equipment for meetings.
Exhibits strong technical knowledge, including: familiarity with Microsoft operating systems, Office applications, Microsoft Configuration Manager and Active Directory; understanding of network connectivity and topology; familiarity with networked printers, scanners, and copiers; familiarity with remote support tools and concepts.
Works efficiently both as an individual and in group or collaborative settings, and with a varying degree of supervision.
Exhibits strong troubleshooting and problem solving skills.
Learns quickly and is comfortable working with the new or the unfamiliar,
Follows established protocols for Change, Incident, Problem, and Asset Management
Works with various outside vendors to deliver support and solutions.
Schedules and dispatches vendor personnel to work on tasks in the field as needed.
Works within a ticketing system, ensuring that all assigned tickets are well-documented and kept up to date, and that all reports of issues or user requests are logged as a ticket.
Creates and updates articles within a knowledgebase to ensure that known issues and common requests can be resolved/fulfilled in a consistent and timely manner.
Assists with testing and documenting new fixes, processes, and procedures.
Applies strong organizational, multi-tasking, and follow-through abilities.
Effectively prioritizes workload in a fast-paced environment.
Uses strong written and verbal communication skills to provide excellent customer service and to provide clear, concise information to other members of IT.
Travels to nearby branches and offices to provide onsite support, as needed.
Occasionally travels to other parts of the company’s footprint for support or project work.
Has a valid driver’s license and reliable personal transportation.
Comfortable with air travel.
Performs all other duties as assigned.