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.
Essential Functions/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
Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job
- 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
Preferred Knowledge and Skills
- 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
Level of Complexity and Scope
Degree of Independence and Decision-Making
- Medium degree of decision making when escalating issues
Required Supervisory Responsibilities
Physical Requirements
- Frequently sits and stands
- Occasionally walks and drives
- Frequently lifts and carries up to 20 lbs
- Occasionally lifts and carries up to 50 lbs
Compliance Statement
The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti-Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.
Development and Training
Benefits
We have relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing. Please review our Benefits Guide.
Incentive Eligibility
All roles are incentive eligible with the exception of Co-Op, Intern, or Student positions.
It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.
We are an E-Verify Employer.