IT Support Specialist

FirstBank is hiring an in-office IT Support Specialist in Nashville, TN to deliver end-user support, incident response, and core IT administration across the organization.

Responsibilities

• Provide responsive, timely support for end-user questions and support requests.
• Handle incoming incidents via phone, email, and/or Teams, resolve issues, document outcomes in the Service Desk Tool, and ensure follow-through when incidents are escalated to others.
• Set end-user expectations for resolution timelines and communicate status updates as needed.
• Coordinate with other IT staff to maintain clear communication on open issues and user-impacting problems.
• Support team workflows by distributing outstanding requests, balancing workloads, setting priorities, and meeting deadlines.
• Provide helpdesk support for FirstBank standard applications, including:
  • Microsoft Windows
  • Office 365
  • FirstBank core banking application suite
  • Workstation encryption
  • Spam filtering
  • VPN software
• Collaborate with escalation paths to resolve complex issues and special application problems.
• Adhere to FirstBank established security procedures.
• Assist with maintaining documentation for IT procedures and updates to the IT Knowledge Base.
• Deliver exceptional customer service to FirstBank associates and partners.
• Perform basic administration of Microsoft Active Directory and the Windows environment.
• Complete other project duties as assigned.

Requirements

• Minimum Associate Degree in IT (or equivalent work experience).
• Intermediate to Advanced remote hardware troubleshooting and repair skills.
• Strong background in Remote Support and Microsoft technologies (including Office 365) or other relevant technologies.
• Certifications desired: ITIL Foundations, A+, MCSA/MCSE, CCT/CCNA, or other certifications.
• High degree of self-sufficiency and ability to perform effectively in a banking environment.

Technologies

• Microsoft Windows
• Office 365
• FirstBank core banking application suite
• Workstation encryption
• Spam filtering
• VPN software
• Service Desk Tool
• Microsoft Active Directory
• Teams
• ITIL
• A+
• MCSA/MCSE
• CCT
• CCNA

Position Summary

• Provide top quality IT support to employees across the FirstBank organization.
• Respond to incidents through multiple contact points and perform remote IT problem solving.
• Coordinate hardware and software setup for new hires, terminations, and transfers.
• Support IT application administration and telecommunications support.