IT Support Specialist
Company: First Horizon Bank
Location: Memphis
Posted on: April 25, 2024
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Job Description:
Description
LOCATIONS: 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 -- facebook.com/FirstHorizonBank
Twitter -- twitter.com/FirstHorizonBnk
LinkedIn -- linkedin.com/company/first-horizon-bank
Instagram -- instagram.com/first_horizon
YouTube -- youtube.com/channel/UCEVs5OMj-b0H9Dr5Q209_-Q
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, Memphis , IT Support Specialist, Other , Memphis, Tennessee
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