IT Support Specialist

Socket.dev; Nashville (TN); On-site; USD 42,000 - 66,000; Full time

Job summary

FirstBank in Nashville, TN is seeking an IT Support Associate to provide expert end-user support, resolve incidents, and help maintain the IT environment from our Downtown Nashville headquarters on Broadway.

The role emphasizes remote problem solving, AD administration, and collaboration with IT staff to ensure security, compliance, and smooth onboarding, transfers, and offboarding for all associates.

Qualifications

• Associate degree in IT or equivalent work experience.
• Experience with remote hardware troubleshooting.
• Knowledge of Microsoft Windows, Office 365, and security basics.
• ITIL Foundations or certifications desirable.

Responsibilities

• Provide timely IT support via multiple channels (phone, email, Teams).
• Coordinate hardware/software for new hires, transfers, and terminations.
• Maintain documentation and knowledge base; ensure follow‑through on incidents.

Skills

Remote support

Customer service

Team communication

Education

Associate degree in IT

Equivalent work experience

Tools

Microsoft Windows

Office 365

Active Directory

VPN

Job description

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

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