Support Center Technician

Renasant Bank • Tupelo, MS

5d • Onsite

About The Position

The Support Center Technician is responsible for providing technical hardware, software, and network problem resolution to all organizational users by performing question/problem diagnosis and guiding users through step-by-step solutions; clearly communicating technical solutions in a user-friendly professional matter; providing one-on-one end-user training as needed; troubleshooting network printer problems; and assisting other teams in the Information Technology department as needed. The Support Center Technician fields all Support Center calls from the organizational user base and creates the initial record of the request; resolves all Level One end-user problems over the phone; passes all Level Two requests on to appropriate support personnel; and contacts third-party vendors for warranty service repair.

Requirements

• High school diploma or equivalent required
• Working knowledge of information system technologies, network, and computer security practices
• Proficient in Microsoft Office suite of products including Outlook, Word and Excel
• Working knowledge of practices and procedures of repairing computers, peripheral devices, cabling and telecommunications equipment
• General knowledge of hazards and acceptable safety standard
• Analyze, install and maintain computer systems and related equipment
• Must be able to prioritize and plan work activities as to use time efficiently
• Good verbal and written communication skills
• Ability and confidence in working with internal staff, management, third party vendors, auditors and bank regulators

Nice To Haves

• Bachelor’s degree in Computer Science or related field is preferred (or additional years of directly related experience, above the minimum, will be considered)

Responsibilities

• Identify, diagnose and resolve Level One problems for users of the organizational network, including computer hardware and software, desk phones, mobile devices, copiers, printers and receipt printers
• Provide one-on-one end-user problem resolution over the phone for approved hardware and software
• Assist the Support Center Supervisor with asset tagging and tracking as needed
• Assist the Asset Allocation Team in the delivery, set up and configuration of end-user PC desktop hardware, software and peripherals
• Diagnose and resolve end-user printer, copier, PC hardware, software, phone, mobile device, email, Internet, remote access and LAN access problems
• Administer password resets for Active Directory, Voicemail, mobile devices and approved organizational software and applications
• Participate in after-hours support
• Perform other related duties as assigned

What This Job Offers

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