IT TAC Support Specialist I

Simmons Bank • Little Rock, AR

6d

About The Position

The IT TAC Support Specialist I provides technical support to associates across the organization through phone, ticketing, chat, and remote support channels. The role troubleshoots hardware, software, Windows and IGEL operating systems, virtual desktop environments, Microsoft 365 applications, access-related issues, and business applications while delivering customer service and maintaining accurate documentation.

The successful candidate demonstrates problem-solving skills, technical aptitude, curiosity, and a commitment to continuous learning. TAC associates contribute to knowledge base documentation, process improvements, and automation opportunities to improve service quality, scalability, and operational efficiency.

Requirements

• High school diploma or equivalent required.
• One year of technical support, help desk, customer service, or related experience preferred.
• Knowledge of Windows operating systems, Microsoft 365 applications, and endpoint support concepts.
• Basic understanding of networking concepts, including DNS, DHCP, VPN, and wireless connectivity.
• Familiarity with Active Directory, Entra ID, and account administration.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Strong written and verbal communication skills.
• Ability to learn new technologies and support tools quickly.
• Ability to communicate technical concepts to non-technical users.
• Strong customer service and documentation skills.
• CompTIA A+ certification required within six months of hire.
• Participation in a rotating Saturday support schedule is required; typical Saturday coverage is approximately four hours during Saturday morning operating hours.
• Occasional after-hours support may be required for major incidents or service disruptions.

Nice To Haves

• Associate's or bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field.
• CompTIA Network+, Security+, or other relevant technical certifications.
• Familiarity with PowerShell scripting or willingness to learn automation concepts.
• Equivalent combinations of education, certifications, military service, and experience may be considered.

Responsibilities

• Respond to incidents and service requests received through phone, email, chat, and ticketing systems.
• Troubleshoot Windows and IGEL operating systems, Microsoft 365 applications, hardware, printers, virtual desktop environments, and business applications.
• Diagnose and resolve technical issues using structured troubleshooting methodologies.
• Maintain ownership of incidents and service requests through resolution.
• Create detailed ticket documentation, including troubleshooting steps, findings, and resolutions.
• Develop and maintain knowledge base articles, quick reference guides, and technical documentation.
• Identify recurring issues and recommend process improvements or automation opportunities.
• Use PowerShell and approved administrative tools to support troubleshooting and operational efficiency.
• Assist with onboarding activities, hardware deployment, account administration, and access requests.
• Escalate issues appropriately while providing complete troubleshooting details and supporting evidence.
• Participate in major incident response and service restoration activities as needed.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED