Support Desk Technician I

First Financial Bank•Cincinnati, OH

2d•$19 - $24•Onsite

About The Position

The Support Desk Technician provides Tier 1 Technical Assistance and Support to all internal employees with a goal of first level resolution. You are hands-on, creating documentation and providing direct end-user support for all hardware and software present in the environment. You provide exceptional 1:1 customer service, while also championing the utilization of available self-service options to maximize support efficiency.

Requirements

1-year related experience supporting current operating systems, software, printers and desktop/laptop PCs and/or relevant educational achievements
Experience with Windows based PCs
Notable Customer service skills
Notable communication skills (oral and written)
Ability to work independently or as a team
Ability to work in a location that is geographically disperse or remote from other team members or associates
Strong Documentation skills
Proven analytical and problem-solving abilities
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Basic knowledge of iOS and/or Android platform
Basic experience troubleshooting hardware

Nice To Haves

Prior IT Support experience in financial services environment
Prior experience in a call center environment
Basic knowledge and use of Microsoft SCCM
ITIL technician experience in the ServiceNow platform.
Basic knowledge of Active Directory
Basic MDM (mobile device management) administration experience

Responsibilities

Promptly action requests/incidents submitted through the self-service portal
Active member of the IT support call queue
Consistently meet all request/incident SLAs, striving to achieve first contact resolution
Utilize the service ticket system to accurately document each customer interaction, including detailed notes and resolution.
Account maintenance such as resetting forgotten or expired passwords
Remotely troubleshoot remote printer issues
Have knowledge of and support the various business applications used across the environment
Support employee BYOD cellular devices, including both iOS and Android
Remotely troubleshoot and support banking center equipment, including but not limited to currency discriminators, cash recyclers, check scanners, etc.
Provide Level 1 support for Windows end-user computing environment
Fulfill software requests by leveraging SCCM
Assist associates with hardware, software and access requests
Submit service requests to contracted service providers
Adhere to all required security and identification policies and or procedures
When necessary, efficiently escalate tickets to appropriate teams
Create and maintain IT and end-user knowledge base documentation
Participate in after-hours on-call rotation
Other duties as assigned