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Position Summary
The IT TAC Support Specialist I provides technical support to associates across the organization through phone, ticketing, chat, and remote support channels. This role is responsible for troubleshooting hardware, software, Windows and IGEL operating systems, virtual desktop environments, Microsoft 365 applications, access-related issues, and business applications while delivering exceptional customer service and maintaining accurate documentation.
Successful candidates demonstrate strong problem-solving skills, technical aptitude, curiosity, and a commitment to continuous learning. TAC associates are expected to contribute to knowledge base documentation, process improvements, and automation opportunities that improve service quality, scalability, and operational efficiency.
Essential Duties and Responsibilities
- Respond to incidents and service requests received through phone, email, chat, and ticketing systems.
- Troubleshoot Windows and IGEL operating systems, Microsoft 365 applications, hardware, printers, virtual desktop environments, and business applications.
- Diagnose and resolve technical issues using structured troubleshooting methodologies.
- Maintain ownership of incidents and service requests through resolution.
- Create detailed ticket documentation including troubleshooting steps, findings, and resolutions.
- Develop and maintain knowledge base articles, quick reference guides, and technical documentation.
- Identify recurring issues and recommend process improvements or automation opportunities.
- Utilize PowerShell and approved administrative tools to support troubleshooting and operational efficiency.
- Assist with onboarding activities, hardware deployment, account administration, and access requests.
- Escalate issues appropriately while providing complete troubleshooting details and supporting evidence.
- Participate in major incident response and service restoration activities as needed.
- Perform other duties as assigned.
Qualifications
Education and Experience
- High school diploma or equivalent required.
- Associate's degree or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field preferred.
- One (1) year of technical support, help desk, customer service, or related experience preferred.
- Equivalent combinations of education, certifications, military service, and experience may be considered.
Skills and Knowledge
- Knowledge of Windows operating systems, Microsoft 365 applications, and endpoint support concepts.
- Basic understanding of networking concepts including DNS, DHCP, VPN, and wireless connectivity.
- Familiarity with Active Directory, Entra ID, and account administration.
- Strong troubleshooting, analytical, and problem-solving abilities.
- Strong written and verbal communication skills.
- Ability to learn new technologies and support tools quickly.
- Ability to communicate technical concepts to non-technical users.
- Strong customer service and documentation skills.
- Familiarity with PowerShell scripting or a willingness to learn automation concepts.
Certifications
- CompTIA A+ certification required within six (6) months of hire.
- CompTIA Network+, Security+, or other relevant technical certifications preferred.
Schedule Requirements
- Participation in a rotating Saturday support schedule is required.
- Typical Saturday coverage consists of approximately four (4) hours during Saturday morning operating hours.
- Occasional after-hours support may be required for major incidents or service disruptions.
What Success Looks Like
The successful candidate demonstrates ownership, accountability, and a desire to continuously improve technical skills. They proactively troubleshoot issues, create useful documentation, contribute to knowledge sharing, identify opportunities for automation, and help deliver a reliable, high-quality support experience for associates across the organization.
Equal Employment Opportunity Information: Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person's race, color, religion, sex, ancestry, sexual orientation, gender identity, national origin, covered veterans, military status, physical or mental disability or any other legally protected classifications.