IT TAC Support Specialist I

Simmons Bank; Little Rock (AR); On-site; USD 42,000 - 56,000; Full time

Job summary

Simmons Bank is seeking an IT TAC Support Specialist I in Little Rock. The role provides technical support across phone, email, chat, and ticketing systems, handling Windows, M365, and hardware issues.

You will document steps and resolutions, contribute to knowledge bases, and support onboarding and access requests. Applicants should have a high school diploma with IT-related education; associate or bachelor’s preferred.

Qualifications

• Proficient in Windows operating systems and Microsoft 365 applications.
• Familiar with Active Directory, Entra ID and basic account administration.
• Strong troubleshooting, documentation and customer service skills.

Responsibilities

• Respond to incidents via phone, email, chat, and ticketing systems.
• Troubleshoot Windows/IGEL, M365, hardware, and business applications.
• Create detailed tickets with steps, findings and resolutions.

Skills

Windows OS

Microsoft 365

Active Directory

Entra ID

PowerShell

Troubleshooting

Documentation

Customer service

Onboarding

Communication

Education

Associate degree

Bachelor's degree

Tools

PowerShell

Job description

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 SummaryThe 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 ResponsibilitiesRespond 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.QualificationsEducation and ExperienceHigh 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 KnowledgeKnowledge 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.CertificationsCompTIA A+ certification required within six (6) months of hire.CompTIA Network+, Security+, or other relevant technical certifications preferred.Schedule RequirementsParticipation 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 LikeThe 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.