Service Desk Tool Support Jobs

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Today

IT Support Specialist

FirstBank Nashville, TN

Nashville, TN

Today

Full time Active Directory Application Support End User Support

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Job Description

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.

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