IT Support Specialist - Office 365 & Windows Expert

FirstBank; Nashville (TN); On-site; USD 42,000 - 65,000; Full time

Job summary

FirstBank in Nashville is seeking an IT Support Associate to deliver high-quality end-user assistance across the organization. The role reports to the Downtown Nashville headquarters and involves in-office work with hands-on support for Windows, Office 365, VPN, and core banking applications.

You will handle incident response via multiple channels, document actions, and collaborate with IT staff to prioritize and resolve issues while upholding security procedures and maintaining knowledge base

Qualifications

• 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

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 with IT staff to distribute workload, establish priorities, and meet deadlines.
• Support FirstBank standard applications including Windows, Office365, core banking app suite, encryption, spam filtering and VPN.
• Escalate to resolve difficult problems and special application issues.
• Adhere to FirstBank security procedures.
• Maintain documentation of IT procedures and Knowledge Base.
• Provide exceptional customer service to all associates and partners.
• Basic administration of Active Directory and Windows environment.
• Other projects and duties as assigned.

Skills

Remote support

Active Directory

Windows troubleshooting

Office 365

VPN familiarity

Education

Associate degree in IT or equivalent

Tools

Microsoft Windows

Office 365

VPN software

Job description

FirstBank in Nashville is seeking an IT Support Associate to deliver high-quality end-user assistance across the organization. The role reports to the Downtown Nashville headquarters and involves in-office work with hands-on support for Windows, Office 365, VPN, and core banking applications.

You will handle incident response via multiple channels, document actions, and collaborate with IT staff to prioritize and resolve issues while upholding security procedures and maintaining knowledge base