IT Support Center Technician I

Fulton Bank; Lancaster (Lancaster County); Remote; USD 10,000 - 60,000; Full time

Job summary

A leading bank is seeking an entry-level IT support specialist to provide technical assistance in a call center environment. The role involves troubleshooting hardware and software issues, ensuring excellent customer service, and documenting interactions. This full-time position offers remote work options and a comprehensive benefits package, including medical, dental, and educational support.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k)

Paid Time Off

Disability

Parental Leave

Adoption Assistance

Educational Support

Qualifications

• 1+ years of experience in call center, hardware, software, and application support.
• ITIL knowledge or certification preferred.

Responsibilities

• Act as first contact for technical assistance related to IT.
• Document and track interactions using the ITSM system.
• Assist in troubleshooting network outages.

Skills

Customer Service

Technical Assistance

Process Improvement

Education

Associate Degree in Information Technology

Tools

ITSM System

Job description

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Our values define us and our culture inspires us to change lives for the better. Our employees are the heart and soul of our company, and every success we experience begins with them. Together we are committed to making a positive impact in our local communities. We champion a culture of continuous learning, work-life integration, and inclusion. We promote a digitally enabled work environment to continuously enhance the experience of our employees and customers.

This is a full-time career opportunity that can be remote. Must have availability to work 8:30 am - 5:00 pm M-F.

To provide fast and useful technical assistance in a call center environment. Answering questions and troubleshooting technical issues.

Responsibilities:

1. Act as first contact to the IT department for technical assistance related to hardware, software, local/wide area networks, and telecommunications.
2. Thoroughly document and track interactions using the ITSM system. Display excellent customer service skills while handling each request. Follow up on all open Service Requests and Incidents to ensure high satisfaction.
3. Navigate user interactions via emails, calls, and the ITSM system effectively.
4. Assist in troubleshooting branch and other network outages.
5. Place and track hardware and software service calls to vendors as needed.
6. Communicate effectively, understand problems, and explain solutions clearly.
7. Identify and suggest process improvements.

Qualifications:

• Associate Degree or equivalent experience in Information Technology (Required).
• 1+ years of experience in call center, hardware, software, and application support (Preferred).
• ITIL knowledge or certification (Preferred).

This role may perform other duties as assigned. All employees must understand and comply with company policies and regulations, complete required compliance training, and escalate risks appropriately.

Salary range: $18.25 - $27.88 per hour. Compensation is based on experience, skills, and location.

Benefits include medical, dental, vision, life insurance, 401(k), paid time off, disability, parental leave, adoption assistance, educational support, and wellness programs. More details at Benefits & Wellness | Fulton Bank.

Fulton Bank is an equal opportunity employer. Employment is contingent upon work authorization in the U.S.

Additional Details:

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industry: Banking