Support Line Specialist

MidFirst Bank - Default; Oklahoma City (OK); On-site; USD 40,000 - 58,000; Full time

Job summary

The Support Line Technician at MidFirst Bank provides first-tier IT support for end users, handling PC issues and in-house applications, while documenting incidents. You will process tickets, perform initial troubleshooting, and escalate to second-tier teams as needed to resolve problems.

Strong communication, problem-solving, and PowerShell knowledge are valued, with familiarity in Active Directory and Microsoft Office. Flexible shifts may be required to cover PTO.

Qualifications

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

Responsibilities

• Provide 1st tier technical support to MidFirst end users.
• Process incidents and service requests in the ticketing system with initial troubleshooting.
• Identify 2nd tier problems and route to appropriate teams per SLAs/SDPs.
• Maintain exceptional customer service in all user interactions.
• Assist Support Desk Manager with policy documentation and reporting; support desk projects as needed.
• Flex shift by 1 hour when covering PTO.

Skills

Customer service

Troubleshooting

Documentation

Education

Associates degree in CS/IT or related field

One year of helpdesk/IT support experience

Tools

Active Directory

PowerShell

Microsoft Office

Windows OS

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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