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First Horizon Bank · 1 week ago

IT HELP DESK TECH

Maryville, TN

Full-time

Onsite

Entry Level

1+ years exp

First Horizon Bank is a leading regional financial services company, and they are seeking a Level 1 Help Desk Technician to provide technical support for their employees. The role involves troubleshooting technology issues, providing application support, and maintaining accurate records of incidents.

BankingFinanceFinancial ServicesRisk Management

No H1B

Responsibilities

Provide support for technology issues, including personal computers, printers and multi-functional devices, application support, software installs, password and access support, backup file restorations, email issues, internet access, and wireless device support as well as support for applications that are specific to the financial industry

Provide support identified above through various channels, including Remote Desktop Management systems, Active Directory, Microsoft SCCM, CA ITCM, etc

Provide accurate and complete description of the issue, inquiry or request in call record or incident management tracking application

Follow step-by-step problem solving instructions prescribed in application run books, as well as perform necessary research for undocumented solutions as required

Determine when field support is necessary and dispatch appropriate vendors

Contribute to internal knowledge base, according to normal support triage, research and documentation

Level 1 technicians escalate issues as necessary to Level 2 technicians

Qualification

Technical troubleshootingCustomer service skillsNetworking knowledgeServiceNow knowledgeAnalytical skillsIndependent decision makingVerbal communicationWritten communicationInterpersonal skillsSelf-motivated

Required

Good foundation of technical Knowledge and experience in troubleshooting a wide variety of PC hardware and software issues, is required

Requires excellent customer service skills, analytical skills, sound judgment, and the ability to work effectively with end users, and IT team members and vendor partners

Experience working in an inbound help desk environment to include knowledge of responsibilities, processes, and procedures

Excellent verbal and written communications skills

Excellent interpersonal and professional interaction skills

Self-motivated and directed, capable of independent decision making and prioritization of tasks

Minimum of 1 year in a similar job function required