IT TAC Support Specialist I

Simmons Bank; Little Rock (AR); On-site; USD 42,000 - 62,000; Full time

Job summary

Simmons Bank is seeking an IT TAC Support Specialist I to provide technical support to associates across the organization via phone, ticketing, chat, and remote channels. Responsibilities include troubleshooting Windows, IGEL, M365, hardware, printers, and virtual desktops, with strong focus on documentation and process improvements.

The role requires ownership of incidents through resolution, onboarding support, and participation in major incident responses.

Qualifications

• High school diploma or equivalent; Associate's/Bachelor's in IT preferred.
• 1+ year of technical support or help desk experience preferred.
• Strong problem-solving and communication skills.

Responsibilities

• Respond to incidents and service requests via phone, email, chat, and ticketing systems.
• Troubleshoot Windows/IGEL, M365, hardware, printers, virtual desktops, and business applications.
• Diagnose and resolve issues using structured troubleshooting methodologies and maintain ownership through resolution.
• Create detailed ticket documentation including steps, findings, and resolutions; contribute to knowledge base articles.
• Identify recurring issues and recommend process improvements or automation opportunities; use PowerShell for troubleshooting.

Skills

Windows OS support

Microsoft 365

PowerShell

Troubleshooting

Customer service

Documentation

Education

High school diploma or equivalent

Associate's or Bachelor's in IT field preferred

Tools

IGEL

Remote support tools

Job description

Position Summary

It’s fun to work in a company where people truly BELIEVE in what they’re doing! We're committed to bringing passion and customer focus to the business. Position Summary The IT TAC Support Specialist I provides technical support to associates across the organization through phone, ticketing, chat, and remote support channels. This role is responsible for troubleshooting hardware, software, Windows and IGEL operating systems, virtual desktop environments, Microsoft 365 applications, access-related issues, and business applications while delivering exceptional customer service and maintaining accurate documentation. Successful candidates demonstrate strong problem-solving skills, technical aptitude, curiosity, and a commitment to continuous learning. TAC associates are expected to contribute to knowledge base documentation, process improvements, and automation opportunities that improve service quality, scalability, and operational efficiency.

Essential Duties and Responsibilities

• Respond to incidents and service requests received through phone, email, chat, and ticketing systems.
• Troubleshoot Windows and IGEL operating systems, Microsoft 365 applications, hardware, printers, virtual desktop environments, and business applications.
• Diagnose and resolve technical issues using structured troubleshooting methodologies.
• Maintain ownership of incidents and service requests through resolution.
• Create detailed ticket documentation including troubleshooting steps, findings, and resolutions.
• Develop and maintain knowledge base articles, quick reference guides, and technical documentation.
• Identify recurring issues and recommend process improvements or automation opportunities.
• Utilize PowerShell and approved administrative tools to support troubleshooting and operational efficiency.
• Assist with onboarding activities, hardware deployment, account administration, and access requests.
• Escalate issues appropriately while providing complete troubleshooting details and supporting evidence.
• Participate in major incident response and service restoration activities as needed.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Associate's degree or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field preferred.
• One (1) year of technical support, help desk, customer service, or related experience preferred.
• Equivalent combinations of education, certifications, military service, and experience may be considered.

Skills and Knowledge

• Knowledge of Windows operating systems, Microsoft 365 applications, and endpoint support concepts.
• Basic understanding of networking concepts including DNS, DHCP, VPN, and wireless connectivity.
• Familiarity with Active Directory, Entra ID, and account administration.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Strong written and verbal communication skills.
• Ability to learn new technologies and support tools quickly.
• Ability to communicate technical concepts to non-technical users.
• Strong customer service and documentation skills.
• Familiarity with PowerShell scripting or a willingness to learn automation concepts.

Certifications

• CompTIA A+ certification required within six (6) months of hire.
• CompTIA Network+, Security+, or other relevant technical certifications preferred.

Schedule Requirements

Participation in a rotating Saturday support schedule is required. Typical Saturday coverage consists of approximately four (4) hours during Saturday morning operating hours. Occasional after-hours support may be required for major incidents or service disruptions.

What Success Looks Like

The successful candidate demonstrates ownership, accountability, and a desire to continuously improve technical skills. They proactively troubleshoot issues, create useful documentation, contribute to knowledge sharing, identify opportunities for automation, and help deliver a reliable, high-quality support experience for associates across the organization.

Equal Employment Opportunity Information

Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person's race, color, religion, sex, ancestry, sexual orientation, gender identity, national origin, covered veterans, military status, physical or mental disability or any other legally protected classifications. Since 1903, we’ve been putting people first by making a commitment to you. Simmons Bank is the subsidiary bank for Simmons First National Corporation (NASDAQ: SFNC), a publicly traded bank holding company headquartered in Arkansas. Founded as a community bank, Simmons Bank has grown steadily to its current size of $28 billion in assets, with more than 3,000 associates located in Arkansas, Kansas, Missouri, Oklahoma, Tennessee and Texas. Our growth has led to some amazing career opportunities, while our dynamic culture has been recognized by publications across our footprint. Parallel to our growth, Simmons Bank’s community roots run deep – these are felt in the ways we seek to go the extra mile for our customers and communities through exceptional service and volunteerism, and in the strong career growth opportunities and wellness programs we offer associates. Our team is characterized by collaboration, integrity and passion for all we do, high performance, and a commitment to personal and professional growth.

If these cornerstones of company culture appeal to you, let’s talk! There’s never been a better time to join our team.