Support Desk Technician

First Financial Bank•Greensburg, IN

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

1 – 4-year experience supporting current operating systems, software, printers, and 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
Advanced Documentation skills
Advanced 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
Advanced experience troubleshooting hardware
Ability to efficiently diagnose and resolve issues with a medium to a high level of complexity
Advanced experience troubleshooting basic 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

Advanced knowledge of processes and procedures related to position
Requires minimal direction for normal day to day activities
Highly involved in documentation development / maintenance
Responsible for assisting with new hire training efforts
Provide guidance and assistance to level 1 technicians
Imaging and configuring PCs as necessary to assist Desktop Services
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.
Incentive Eligibility All roles are incentive eligible with the exception of Co-Op, Intern, or Student positions.

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