DescriptionPosition at FirstBankPosition 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.This is an in-office position that will report to our Downtown Nashville headquarters located on Broadway. Duties and ResponsibilitiesProvide 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.QualificationsSuccessful candidates will have a high degree of self-sufficiency, and must work well within a banking atmosphere.Education and /or ExperienceMinimum Associate Degree in IT, or equivalent work experienceIntermediate to Advanced knowledge of remote hardware troubleshooting and repair skillsStrong background in Remote Support, Microsoft, Office365, or other technologies desirableITIL Foundations, A+, MCSA/MCSE, CCT/CCNA or other certifications desirableFirstBank does not accept unsolicited resumes from agencies and staffing firms. Recruitment agencies and consultants may not submit resumes directly to managers. FirstBank will not pay fees to any third-party agency or company that does not have a signed agreement as an approved vendor.FirstBank in an Equal Opportunity Employer, including disability.
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