IT Support Specialist

FirstBank; Nashville (TN); On-site; USD 42,000 - 56,000; Full time

Job summary

FirstBank's Downtown Nashville headquarters is seeking an IT Support Associate to provide high-quality end-user support across the organization. You will handle incidents via phone, email and Teams, document resolutions, and coordinate with IT staff to balance workload and priorities.

You will assist with onboarding/offboarding, manage Active Directory and Windows environments, support Office 365, VPNs, and core banking applications, and help maintain knowledge base and IT procedures.

Qualifications

• Associate degree in IT or equivalent work experience.
• Strong remote hardware troubleshooting and repair skills.
• Knowledge of Windows, Office 365, and core banking applications.
• Familiarity with Active Directory and VPN software.
• Certifications like ITIL, A+, MCSE/MCSA or CCNA are desirable.

Responsibilities

• Provide responsive, timely support to end-user questions and requests via phone, email, or Teams; resolve issues and document in the Service Desk Tool.
• Coordinate with IT staff to balance workload, set priorities, and meet deadlines.
• Support FirstBank standard applications including Windows, Office 365, core banking suite, encryption, spam filtering, and VPN.
• Escalate and collaborate to resolve complex issues and update knowledge base.
• Adhere to FirstBank security procedures and maintain documentation.

Skills

Remote support

Windows OS

Office 365

Active Directory

Customer service

VPN software

Education

Associate degree in IT

ITIL Foundations

A+ Certification

MCSE / MCSA

CCNA / CCT

Job description

This is an in-office position that will report to our Downtown Nashville headquarters located on Broadway.

Position 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.

Duties and Responsibilities

• 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.

Qualifications

Successful candidates will have a high degree of self-sufficiency, and must work well within a banking atmosphere.

Education and /or Experience

• 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