IT Support Technician - Level I

First Farmers & Merchants Bank•Columbia, TN

1d•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.
Working knowledge of Windows operating systems, Microsoft 365, and office hardware
Strong customer service, communication, and documentation skills

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