Overview
On Site
Full Time
Skills
Tier 1
Management
Computer Operation
Service Desk
Tier 2
Corrective And Preventive Action
Workflow
Preventive Maintenance
Printers
Operating Systems
Documentation
Analytical Skill
Problem Solving
Conflict Resolution
Active Directory
Computer Hardware
Microsoft Windows
Communication
FOCUS
Customer Service
Technical Support
Financial Services
Call Center
ITIL
ServiceNow
Master Data Management
Mobile Device Management
Decision-making
Supervision
Finance
Policies and Procedures
OFAC
Reporting
Regulatory Compliance
Military
Law
Job Details
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.
Benefits
We have relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing. Please review our Benefits Guide.
Incentive Eligibility
All roles are incentive eligible with the exception of Co-Op, Intern, or Student positions.
It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.
We are an E-Verify Employer.
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.
Benefits
We have relevant, thoughtful benefits and programs that support every aspect of our associates' holistic wellbeing. Please review our Benefits Guide.
Incentive Eligibility
All roles are incentive eligible with the exception of Co-Op, Intern, or Student positions.
It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.
We are an E-Verify Employer.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.