IT Support Specialist Nashville, Tennessee
FirstBank
- Nashville, TN
- Permanent
- Full-time
- 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.
- 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