Support Desk Technician I

First Financial Bank; Ohio; On-site; USD 27,000 - 32,000; Full time

Job summary

First Financial Bank seeks a Support Desk Technician to deliver Tier 1 technical assistance to internal employees, covering Windows workstations, printers, mobile devices, and business applications.

You will document interactions, meet SLAs, participate in on-call, and escalate when needed, while helping users efficiently through self-service options.

Qualifications

• 1 year of related IT support experience.
• Experience with Windows-based PCs.
• Strong customer service and communication skills.
• Ability to work independently or as part of a team.
• Comfort with documenting processes and resolutions.
• Familiarity with iOS/Android devices.

Responsibilities

• Provide Tier 1 technical assistance and end-user support.
• Resolve incidents with first contact resolution when possible.
• Document interactions and resolutions in the ticketing system.
• Reset passwords and perform basic account maintenance.
• Troubleshoot remote printers and banking center equipment.
• Escalate to appropriate teams when needed.
• Participate in after-hours on-call rotation.

Skills

Customer service

Communication

Documentation

Analytical skills

Teamwork

Independent work

iOS/Android basics

Hardware troubleshooting

Windows support

Tools

SCCM

Active Directory

ServiceNow

MDM

Job description

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written!

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.

Essential Functions/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 escalat e 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

Degree of Independence and Decision‑Making

• Low degree of decision making when escalating issues

Required Supervisory Responsibilities

• N/A

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.

Development and Training

Pay Range:

$19.47/hr to $23.56/hr

Benefits

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

Incentive Eligibility

All roles are incentive eligible with the exception of Co-Op, Intern, or Student positions.

It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.

We are an E-Verify Employer.