IT Support Specialist

This is an in-office position that will report to our Downtown Nashville headquarters located on Broadway.

Position Summary:

Associate must provide top quality IT Support to all employees throughout the FirstBank organization. This IT support includes responding to incoming incidents via multiple contact points and remote IT problem solving, coordinating hardware and software for new hires, terminations, and transfers, administrating various IT applications and telecommunications support.

Duties and Responsibilities

• Provide responsive, timely support to all end-user questions and support requests. Respond to incoming incidents via phone, email and/or Teams, resolve the problem, document in the Service Desk Tool, and ensure follow-through if the incident is passed to another person. Set end-user expectations for resolution time and communicate changes in status, as necessary.
• Work closely with other IT staff to insure clear communication on outstanding issues and user problems. Work as a team to distribute outstanding support problems and/or requests to even workload, establish priorities, and meet deadlines.
• Helpdesk support for all FirstBank standard applications including but not limited to Microsoft Windows, Office 365, FirstBank's core banking application suite, workstation encryption, spam filtering and VPN software.
• Collaborate with various escalation paths to resolve difficult problems and special application issues.
• Responsible for adhering to FirstBank established security procedures.
• Assists with maintenance of documentation of IT procedures, and IT Knowledge Base.
• Provide exceptional customer service to all FirstBank associates and partners.
• Basic administration of Microsoft Active Directory and Windows environment.
• Other projects duties as assigned.

Qualifications

Successful candidates will have a high degree of self-sufficiency, and must work well within a banking atmosphere.

Education and /or Experience

• Minimum Associate Degree in IT, or equivalent work experience
• Intermediate to Advanced knowledge of remote hardware troubleshooting and repair skills
• Strong background in Remote Support, Microsoft, Office365, or other technologies desirable
• ITIL Foundations, A+, MCSA/MCSE, CCT/CCNA or other certifications desirable