Support Desk Technician I

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
Knowledge of processes and procedures related to position
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 escalate 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
1-year related experience supporting current operating systems, software, printers and desktop/laptop PCs and/or relevant educational achievements
Experience with Windows based PCs
Notable Customer service skills
Notable 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
Strong Documentation skills
Proven analytical and problem-solving abilities
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Basic knowledge of iOS and/or Android platform
Basic experience troubleshooting hardware
Preferred Knowledge and Skills
Prior IT Support experience in financial services environment
Prior experience in a call center environment
Basic knowledge and use of Microsoft SCCM
ITIL technician experience in the ServiceNow platform.
Basic knowledge of Active Directory
Basic MDM (mobile device management) administration experience
Level of Complexity and Scope
Degree of Independence and Decision-Making
Low degree of decision making when escalating issues
Required Supervisory Responsibilities
N/A
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
Pay Range:
$19.47/hr to $23.56/hr
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.