Support Desk Technician I

Support Desk Technician

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! If you are interested and qualified for this role, we invite you to apply. 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:

• This position is to ensure proper computer operation so that the end users can accomplish business related tasks. This includes receiving initial calls and live chats and prioritizing, documenting and actively resolving associates IT problems. Makes escalation for incidents when necessary.
• Field/answer incoming requests to the Service Desk via Telephone to ensure courteous, timely and effective resolution to associates issues. (60%)
• Investigate and resolve association workstation hardware and software issues and escalate more advanced issues to either Tier 2 or 3 for resolution (15%)
• Create initial tracking work orders, document corrective action for problem resolution, use workflow tools and practices to achieve first call resolution (10%)
• Perform preventive maintenance, including checking and cleaning of workstations, printers and peripherals. (5%)
• Place service calls for 2nd/3rd party vendors. (10%)

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

• Exceptional Customer service skills
• MS Certification A+ and or 1-2 year's related experience with basic computer hardware
• Exceptional written and oral skills
• Experience with Desktop systems and Windows current operating systems
• Strong Documentation skills
• Proven analytical and problem-solving abilities
• Be familiar with Active Directory; resolve associate password related incidents for user environment, and various web based HR applications.
• Knowledge of basic computer hardware
• Experience with desktop systems, including Windows
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Exceptional customer service orientation.

Preferred Knowledge and Skills: Associates Degree and/or relevant technical certifications Prior IT Support experience in financial services environment Prior experience in a call center environment ITIL technician experience in the ServiceNow platform. Basic MDM (mobile device management) administration experience Level of Complexity and Scope: Degree of Independence and Decision-Making: Low - Medium degree of decision making when escalating issues Required Supervisory Responsibilities:

Physical Requirements: Occasionally lifts and carries up to 50 lbs. Frequently lifts and carries up to 20 lbs. Frequently sits, stands, walks and drives.

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.