Help Desk Tech: 1st Line IT Support & Troubleshooter

MidFirst Bank; Oklahoma City (OK); On-site; USD 42,000 - 62,000; Full time

Job summary

MidFirst Bank is seeking a Support Line Technician for first-tier investigations and end-user IT support. You will document issues, log tickets, and perform initial troubleshooting across PC systems, in-house apps, and third-party software.

You’ll escalate more complex problems to 2nd tier teams in line with SLAs, maintain documentation, and assist the Support Desk Manager with policies, reporting, and projects. Shift flexibility is required.

Qualifications

• Associates degree in computer science, information technology, or related field.
• Minimum of one year of helpdesk/IT support experience.
• Any equivalent combination of education and experience.
• Active Directory experience.

Responsibilities

• Provide 1st Tier technical support to MidFirst end users.
• Process and create incident/service request tickets in MidFirst ticketing systems; conduct first-level troubleshooting with problem/request determination, priority assignment, and resolution.
• Identify 2nd Tier problems and escalate to appropriate groups per SLAs/SDPs for further resolution.
• Demonstrate exceptional support service in all end-user interactions.
• Assist Support Desk Manager with administrative functions (policies, procedures, reporting).
• Assist with projects as needed.
• Willing to flex shift by 1 hour to cover PTO.

Skills

Excellent communication

Microsoft Office

Windows OS

PowerShell

Process documentation

Education

Associates degree in computer science/IT or related field

1 year helpdesk/IT support experience

Equivalent combination of education/experience

Active Directory experience

Tools

Active Directory

Job description

MidFirst Bank is seeking a Support Line Technician for first-tier investigations and end-user IT support. You will document issues, log tickets, and perform initial troubleshooting across PC systems, in-house apps, and third-party software.

You’ll escalate more complex problems to 2nd tier teams in line with SLAs, maintain documentation, and assist the Support Desk Manager with policies, reporting, and projects. Shift flexibility is required.