On-Site IT Support Specialist - Banking End-User Help

Firstbank; Nashville (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

FirstBank, headquartered in Downtown Nashville, seeks an in-office IT Support Associate to deliver high-quality end-user assistance across the organization. You will manage incidents via phone, email, and Teams and coordinate onboarding, transfers, and terminations.

Responsibilities include supporting Windows/Office365, AD, encryption, VPN, and knowledge-base maintenance, while upholding security procedures and delivering exceptional customer service to all associates.

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. Respond to incidents via phone, email and/or Teams, resolve the problem, document in the Service Desk Tool, and ensure follow-through.
• Work with IT staff to distribute issues, set priorities, and meet deadlines.
• Helpdesk support for Windows, Office365, and core banking app suite, encryption, spam filtering, and VPN software.
• Collaborate with escalation paths to resolve problems and application issues.
• Adhere to FirstBank security procedures.
• Maintain IT procedure documentation and Knowledge Base.
• Provide exceptional customer service to all associates and partners.
• Administer Microsoft Active Directory and Windows environment.
• Other duties as assigned.

Skills

Customer service

Teamwork

Self-sufficiency

Communication

Education

Associate degree in IT

ITIL Foundations

Certifications desirable

Tools

Microsoft Windows

Office 365

Active Directory

VPN software

Core banking application suite

Encryption

Spam filtering

Job description

FirstBank, headquartered in Downtown Nashville, seeks an in-office IT Support Associate to deliver high-quality end-user assistance across the organization. You will manage incidents via phone, email, and Teams and coordinate onboarding, transfers, and terminations.

Responsibilities include supporting Windows/Office365, AD, encryption, VPN, and knowledge-base maintenance, while upholding security procedures and delivering exceptional customer service to all associates.