IT Support Technician - Level I
First Farmers & Merchants Bank•Columbia, TN
•Hybrid
About The Position
Provides comprehensive end user technical support to bank personnel across all departments and branches. Responsibilities include service desk operations, endpoint hardware and software support, user access administration, document imaging workflow support, asset management, onsite branch support, and coordination with vendors and internal IT teams to maintain a stable and secure banking environment.
Requirements
- One year to three years of similar or related experience
- A high school education or GED
- Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (Customers or vendors), requiring ordinary courtesy in passing assistance and information.
- Working knowledge of Windows operating systems, Microsoft 365, and office hardware
- Strong customer service, communication, and documentation skills
- Must be able to move objects and use abdominal and lower back muscles to provide support over time without fatigue.
- Constant movement and use of limbs; this position requires good manual dexterity, coordination and stamina.
- Constantly positions self to maintain computers in the branches/offices and lab, including under the workstations.
- Job requires being able to lift up to 50 pounds.
Nice To Haves
- Experience supporting users in a regulated or financial services environment preferred
- Familiarity with Active Directory / Azure AD, MFA, and endpoint management tools preferred
- Relevant technical certifications (e.g., CompTIA A+, Network+, Microsoft certifications) preferred
Responsibilities
- Provide technical support to end users for all bank related programs, systems, and approved applications
- Receive, respond to, document, and track user issues through the IT ticketing system
- Gather information to diagnose problems and determine appropriate corrective action
- Recognize priority or high impact issues and escalate according to established procedures
- Route support requests to the appropriate technician or IT team when necessary
- Provide ongoing guidance and support to bank personnel in the use of end user hardware and software
- Create, modify, and remove user accounts and system access based on approved requests
- Produce and process documentation/forms related to user additions, moves, and changes
- Execute onboarding and termination access actions promptly and securely
- Implement approved access changes related to promotions, transfers, and role changes
- Maintain accurate access records to support audit, compliance, and security reviews
- Install, configure, support, and maintain desktops, laptops, printers, scanners, terminals, and peripheral devices
- Troubleshoot hardware, software, and endpoint connectivity issues
- Perform hardware repairs, component replacements, and approved system upgrades
- Assist in upgrades and changes to bank hardware and software systems
- Support stable branch and office operations by responding to component failures and technical issues
- Perform onsite visits to branches and offices for escalated support issues
- Coordinate with vendors and internal IT teams to resolve complex hardware, software, and network problems
- Assist with workstation setups, moves, and changes across bank locations
- Assist departments in submitting documents and working through workflows within the bank’s document imaging platform
- Troubleshoot user and workflow issues related to imaging and document management processes
- Follow IT standards for security, control, confidentiality, and recoverability
- Assist in maintaining compliance with bank policies and regulatory requirements
- Participate in disaster recovery testing and recovery readiness activities as assigned
- Coordinate with other IT staff to ensure computing standards are implemented and maintained
- Maintain accurate inventory records for end user devices and related equipment
- Document work performed clearly and thoroughly to support audits and operational continuity
- Provide reliable, professional IT support to all bank personnel
- Maintain confidentiality of sensitive bank and customer information
- Perform other job related duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
