IT Support Specialist
Company: First Horizon Bank
Location: Memphis
Posted on: May 4, 2024
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Job Description:
Location: On site at location listed in job posting. SUMMARY
Provides timely, customer-service oriented support to end users on
a variety of PC, Printer/Copier, Server, Network, and Application
issues. Responds to issues reported via a ticketing system, and
documents work within that system. Acquires and documents
knowledge, both technical and institutional. Has knowledge of
commonly used concepts, practices, procedures, and terminology
within the field of Information Technology. Follows established
processes and procedures, and assists with creating new ones.
Performs some project management/coordination tasks. Reports to the
IT Field Operations Manager. ESSENTIAL DUTIES AND RESPONSIBILITIES
Provides Level 2 support for Incidents and Requests both remotely
and in the field. Provides occasional Level 1 support, as
circumstances require. Assists Level 1 support teams with
troubleshooting or resolving issues that are more complex.
Escalates as needed to Level 3 or 4 teams, providing excellent
documentation of the issue at hand and all troubleshooting
performed to that point. Exhibits strong technical knowledge,
including: familiarity with Microsoft operating systems, Office
applications and Active Directory; understanding of network
connectivity and topology; familiarity with networked printers,
scanners, and copiers; familiarity with remote support tools and
concepts. Works efficiently both as an individual and in group or
collaborative settings, and with a varying degree of supervision.
Assist and trains other personnel as needed. Exhibits strong
troubleshooting and problem solving skills. Learns quickly and is
comfortable working with the new or the unfamiliar, Follows
established protocols for Change, Incident, Problem, and Asset
Management Works with various outside vendors to deliver support
and solutions. Schedules and dispatches vendor personnel to work on
tasks in the field as needed. Works within a ticketing system,
ensuring that all assigned tickets are well-documented and kept up
to date, and that all reports of issues or user requests are logged
as a ticket. Creates and updates articles within a knowledgebase to
ensure that known issues and common requests can be
resolved/fulfilled in a consistent and timely manner. Assists with
testing and documenting new fixes, processes, and procedures.
Applies strong organizational, multi-tasking, and follow-through
abilities. Effectively prioritizes workload in a fast-paced
environment. Uses strong written and verbal communication skills to
provide excellent customer service and to provide clear, concise
information to other members of IT. Travels to nearby branches and
offices to provide onsite support, as needed. Occasionally travels
to other parts of the company's footprint for support or project
work. Has a valid driver's license and reliable personal
transportation. Comfortable with air travel. Performs all other
duties as assigned. SUPERVISORY RESPONSIBILITIES No supervisory
responsibilities. QUALIFICATIONS To perform this job successfully,
an individual must be able to perform each essential duty
satisfactorily. Additionally, the qualifications listed below are
representative of the knowledge, skills, and/or abilities required
in this position: High school diploma or GED plus relevant
technical certifications and/or experience. 2-5+ years of
experience working in IT or related fields; prior Help Desk or
other technical support experience strongly preferred. Prior
experience providing IT support for a large business or enterprise
is preferred. Prior experience in the Financial Services industry
is a plus. Spanish language skills are a plus. COMPUTER AND OFFICE
EQUIPMENT SKILLS Proficiency with the Microsoft Office Suite is
required; strong Excel skills are preferred. Active Directory
experience is required. Experience with an IT Service Management
platform or ticketing system is strongly preferred. Experience with
Adobe applications, Microsoft SCCM, or Banking/Financial industry
specific applications is preferred. CERTIFICATES, LICENSES,
REGISTRATIONS Technical certifications are not required, but
preferred, e.g. CompTIA, ITIL, or vendor-specific certifications
from Microsoft, Cisco, or HP. About Us First Horizon is a leading
regional financial services company, dedicated to helping our
clients, communities and associates unlock their full potential
with capital and counsel. With $81.7 billion in assets as of
December 31, 2023, we serve clients through a team of approximately
-7,300 associates and -418 banking centers throughout the
southeastern United States. Headquartered in Memphis, TN, the
banking subsidiary First Horizon Bank operates in 12 states across
the southern U.S. First Horizon has been recognized as one of the
nation's best employers by Fortune and Forbes magazines and a Top
10 Most Reputable U.S. Bank. Benefit Highlights --- Medical with
wellness incentives, dental, and vision --- HSA with company match
--- Maternity and parental leave --- Tuition reimbursement ---
Mentor program --- 401(k) with 6% match --- More --
FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment: We remain committed to creating a
more equitable society, and that starts with our associates, our
clients, and the communities we serve. We do this by elevating
equity, providing capital and counsel, and committing to excellence
in everything we do. Follow Us Facebook X formerly Twitter LinkedIn
Instagram YouTube Equal Opportunity Employer/Protected
Veterans/Individuals with Disabilities The contractor will not
discharge or in any other manner discriminate against employees or
applicants because they have inquired about, discussed, or
disclosed their own pay or the pay of another employee or
applicant. However, employees who have access to the compensation
information of other employees or applicants as a part of their
essential job functions cannot disclose the pay of other employees
or applicants to individuals who do not otherwise have access to
compensation information, unless the disclosure is (a) in response
to a formal complaint or charge, (b) in furtherance of an
investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
contractor's legal duty to furnish information. 41 CFR
60-1.35(c)
Keywords: First Horizon Bank, Southaven , IT Support Specialist, Other , Memphis, Mississippi
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