Support Line Specialist

MidFirst Bank; Oklahoma City (OK); On-site; USD 42,000 - 62,000; Full time

Job summary

MidFirst Bank is seeking a Support Line Technician for first-tier investigations and end-user IT support. You will document issues, log tickets, and perform initial troubleshooting across PC systems, in-house apps, and third-party software.

You’ll escalate more complex problems to 2nd tier teams in line with SLAs, maintain documentation, and assist the Support Desk Manager with policies, reporting, and projects. Shift flexibility is required.

Qualifications

• Associates degree in computer science, information technology, or related field.
• Minimum of one year of helpdesk/IT support experience.
• Any equivalent combination of education and experience.
• Active Directory experience.

Responsibilities

• Provide 1st Tier technical support to MidFirst end users.
• Process and create incident/service request tickets in MidFirst ticketing systems; conduct first-level troubleshooting with problem/request determination, priority assignment, and resolution.
• Identify 2nd Tier problems and escalate to appropriate groups per SLAs/SDPs for further resolution.
• Demonstrate exceptional support service in all end-user interactions.
• Assist Support Desk Manager with administrative functions (policies, procedures, reporting).
• Assist with projects as needed.
• Willing to flex shift by 1 hour to cover PTO.

Skills

Excellent communication

Microsoft Office

Windows OS

PowerShell

Process documentation

Education

Associates degree in computer science/IT or related field

1 year helpdesk/IT support experience

Equivalent combination of education/experience

Active Directory experience

Tools

Active Directory

Job description

The Support Line Technician team member is responsible for the first tier investigation and documentation of technical issues reported by internal MidFirst users. This includes end user PC related issues, in-house applications, and 3 rd party applications used by the MidFirst team.

• Provides 1 st Tier technical support to MidFirst end users.
• Processes and creates incident/service request tickets into the MidFirst ticketing systems. conducting first level troubleshooting with emphasis on the following
  • Problem/Request determination
  • Priority assignment
  • Resolution
• Identifies second Tier problems and assigns appropriate personnel groups according to Service Level Agreements (SLAs) and Support Desk Procedures (SDPs) for further problem determination and resolutions.
• Demonstrates exceptional support service in all contacts with end users.
• Assists Support Desk Manager with administrative functions such as policies, procedure documentation and incorporate reporting for the Support Desk.
• Assists Support Desk Manager with Projects as needed.
• Must be willing to flex shift by 1 hour when covering PTO.

Necessary Knowledge, Skills and Abilities:

Education

• Associates degree in computer science, information technology, or related technical field or
• Minimum of one (1) year of helpdesk and IT support work experience or
• Any equivalent combination of education and experience.
• Active Directory experience

Preferred Experience

Two to three years of experience in IT Customer Support or Help Desk and one to two years of experience performing advanced troubleshooting on PC related issues.

Two to three years of practical Active Directory experience.

Two to three years of managing/involved in time sensitive projects

Strongly Preferred

Excellent Oral and Written communication skills.

Ability to exercise sound judgment in evaluating situations and in making decisions

Knowledge of Microsoft Office Suites and Windows OS

Working knowledge of process documentation

Working knowledge of PowerShell

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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