Technical Support Representative

First Trust Bank•Horsham, PA

1d•Hybrid

About The Position

The Technical Support Representative helps ensure the smooth operation of the company's technology infrastructure. The role provides first- and second-level support to end users, troubleshoots hardware, software, and network issues, and assists with maintaining and improving IT systems. It also supports users through training and documentation, helps maintain security and compliance, and contributes to IT projects and process improvements. The position is mission essential and follows a hybrid schedule requiring three onsite days and two remote days per week. It may require travel to offices and branches, work on days when the Bank is closed or operating on adjusted hours due to adverse weather, and participation in an off-hours IT on-call rotation. Employees must be prepared to respond on short notice during on-call periods.

Requirements

Associate's or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
At least 2 years of experience in IT support or a similar role.
Strong knowledge of Windows operating systems.
Experience troubleshooting hardware, software, and network issues.
Strong problem-solving skills and attention to detail.
Strong communication, interpersonal, and customer service skills.
Ability to work independently and as part of a team.
Willingness to be available and respond on short notice during on-call periods.

Nice To Haves

Relevant certifications, such as CompTIA A+ or Microsoft Certified Professional.

Responsibilities

Provide first- and second-level technical support to end users by phone, email, or in person.
Diagnose and resolve hardware, software, and network-related issues; escalate complex issues to higher-level IT staff or management as needed.
Install, configure, and maintain computer systems, printers, and other peripherals.
Assist with deploying software applications and updates.
Answer users' software and hardware questions and provide guidance on IT-resource best practices.
Create and update user manuals, guides, and other documentation.
Troubleshoot basic network connectivity issues and assist with network setup and configuration.
Coordinate with network administrators to support consistent network performance.
Implement and follow IT security protocols and procedures, assist with compliance with company and regulatory IT standards, and monitor systems for vulnerabilities.
Perform routine system maintenance, including updates, upgrades, and patches.
Participate in IT projects and initiatives and contribute ideas to improve IT processes and systems.
Assist in developing new business for Firstrust by recognizing customer or prospect needs, suggesting appropriate services, and directing customers to the appropriate person to establish business relationships.
Perform other duties as assigned.
Commute to offices and branches as required, participate in the IT on-call rotation for off-hours remote support, and be ready to respond on short notice during on-call periods.