Support Desk Technician I

First Financial Bank • Greensburg, IN

3d

About The Position

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written! If you are interested and qualified for this role, we invite you to apply. 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

• 3 – 6+ years experience supporting current operating systems, software, printers, desktop/laptop PCs
• Advanced experience with Windows based PCs
• Must possess extraordinary Customer Service skills.
• Exceptional 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
• Exceptional Documentation skills
• Expectational analytical and problem-solving abilities
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Advanced knowledge of iOS and/or Android platform
• Extensive experience troubleshooting hardware.
• Ability to efficiently diagnose and resolve issues with a high level of complexity
• Extensive experience troubleshooting advanced network, software, printing problems
• General Knowledge of Active Directory
• Basic knowledge and use of Microsoft SCCM
• Other duties as assigned

Nice To Haves

• Associates Degree and/or relevant technical certifications
• Prior IT Support experience in financial services environment
• Prior experience in a call center environment
• ITIL technician experience in the ServiceNow platform.
• Basic MDM (mobile device management) administration experience

Responsibilities

• Expert knowledge of processes and procedures related to position
• Requires little to no direction for normal day to day activities
• Leader in documentation development / maintenance
• Responsible for leading new hire training efforts
• Provides guidance and assistance to level 1 and level 2 technicians
• Imaging and configuring PCs as necessary to assist Desktop Services
• Identifies potential opportunities to increase efficiencies and automate processes
• Special project tasks as assigned
• 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 escalating 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

Benefits

• We have relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing.
• Please review our Benefits Guide.
• All roles are incentive eligible with the exception of Co-Op, Intern, or Student positions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees