Technical Support Representative

Firstrust Bank•Horsham, PA

2d•Hybrid

About The Position

The Technical Support Representative helps ensure the smooth operation of Firstrust Bank’s technology infrastructure. The role provides first- and second-level technical support to end users, troubleshoots hardware, software, and network issues, and contributes to the maintenance and improvement of IT systems. The position also supports hardware and software deployment, user training and documentation, network connectivity, security and compliance, and IT projects. It is a mission-essential role with a hybrid schedule of three onsite days and two remote days per week, travel to various offices and branches as required, and participation in an off-hours on-call rotation.

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, escalating complex issues to higher-level IT staff or management when necessary.
Install, configure, and maintain computer systems, printers, and other peripherals.
Assist with deployment of software applications and updates.
Help users with hardware and software questions and problems, and provide guidance on IT resource best practices.
Create and update user manuals, guides, and documentation.
Troubleshoot basic network connectivity issues and assist with network setup and configuration.
Coordinate with network administrators to support consistent network performance.
Follow IT security protocols and procedures, help maintain compliance with company and regulatory IT standards, and monitor systems for security vulnerabilities.
Perform routine system maintenance, including updates, upgrades, and patches.
Participate in IT projects and initiatives and contribute ideas for improving 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.
Perform other duties as assigned.
Commute to offices and branches as required and participate in the IT on-call rotation for off-hours remote support, responding on short notice.
Work on days when the Bank is not operational, starts late, or closes early due to adverse weather conditions, as mission-essential needs require.