Support Desk Technician I

First Financial Bank; Cincinnati (OH); On-site; USD 26,174 - 31,684; Full time

Job summary

First Financial Bank in Cincinnati is seeking a Support Desk Technician to deliver Tier 1 technical assistance to internal staff. You will troubleshoot hardware and software, create documentation, and guide users to self-service options for faster resolutions.

Responsibilities include handling tickets, password resets, remote printer issues, SCCM software requests, and onboarding new devices. You will work in a team, meet SLA targets, participate in after-hours on-call, and contribute to

Qualifications

• 1 year of experience supporting Windows OS, printers, and desktop/laptop PCs
• Experience with customer service and end-user support
• Ability to document issues and resolutions clearly
• Ability to work independently or in a team
• Comfort with remote troubleshooting and basic mobile device support

Responsibilities

• Provide Tier 1 IT support for internal staff and meet first-contact resolution goals
• Actively use the self-service portal and ticketing system to document interactions
• Perform password resets and user access provisioning
• Troubleshoot hardware and software across Windows environments
• Remote support for printers, mobile devices, and banking center equipment
• Create and maintain knowledge base articles and documentation
• Participate in after-hours on-call rotation and support SLAs

Skills

Windows OS

Customer service

Documentation

Teamwork

Remote support

Password resets

Communication

Education

High school diploma or equivalent

Tools

SCCM

ServiceNow

Active Directory

Job description

Overview

The Support Desk Technician provides Tier 1 Technical Assistance and Support to all internal employees with a goal of first level resolution. You are hands‑on, creating documentation and providing direct end‑user support for all hardware and software present in the environment. You provide exceptional 1:1 customer service, while also championing the utilization of available self‑service options to maximize support efficiency.

Responsibilities

• Knowledge of processes and procedures related to position
• Promptly action requests/incidents submitted through the self‑service portal
• Active member of the IT support call queue
• Consistently meet all request/incident SLAs, striving to achieve first contact resolution
• Utilize the service ticket system to accurately document each customer interaction, including detailed notes and resolution
• Account maintenance such as resetting forgotten or expired passwords
• Remotely troubleshoot remote printer issues
• Have knowledge of and support the various business applications used across the environment
• Support employee BYOD cellular devices, including both iOS and Android
• Remotely troubleshoot and support banking center equipment, including but not limited to currency discriminators, cash recyclers, check scanners, etc.
• Provide Level 1 support for Windows end‑user computing environment
• Fulfill software requests by leveraging SCCM
• Assist associates with hardware, software and access requests
• Submit service requests to contracted service providers
• Adhere to all required security and identification policies and/or procedures
• When necessary, efficiently elevate tickets to appropriate teams
• Create and maintain IT and end‑user knowledge base documentation
• Participate in after‑hours on‑call rotation
• Other duties as assigned

Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job

• 1-year related experience supporting current operating systems, software, printers and desktop/laptop PCs and/or relevant educational achievements
• Experience with Windows based PCs
• Notable customer service skills
• Notable communication skills (oral and written)
• Ability to work independently or as a team
• Ability to work in a location that is geographically disperse or remote from other team members or associates
• Strong documentation skills
• Proven analytical and problem‑solving abilities
• Exceptional interpersonal skills, with a focus on rapport‑building, listening and questioning skills
• Basic knowledge of iOS and/or Android platform
• Basic experience troubleshooting hardware

Preferred Knowledge and Skills

• Prior IT support experience in financial services environment
• Prior experience in a call center environment
• Basic knowledge and use of Microsoft SCCM
• ITIL technician experience in the ServiceNow platform
• Basic knowledge of Active Directory
• Basic MDM (mobile device management) administration experience

Physical Requirements

Frequently sits and stands. Occasionally walks and drives. Frequently lifts and carries up to 20 lbs. Occasionally lifts and carries up to 50 lbs.

Compliance Statement

The associate is responsible for meeting all compliance requirements imposed on First Financial Bank by State and Federal law and regulation, as well as all related First Financial Bank policies and procedures. This includes all Bank Secrecy Act, Anti‑Money Laundering, OFAC and Suspicious Activity reporting requirements, as well as all other lending and deposit compliance requirements.

Benefits

We have relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing. Please review our Benefits Guide.

Equal Opportunity / EEO Statement

We are an E‑Verify Employer.

Pay Range

$19.47/hour to $23.56/hour