Support Desk Technician I
First Financial Bank•Cincinnati, OH
•Hybrid
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
Benefits
- Relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
