What are the responsibilities and job description for the IT Help Desk Tech position at First Horizon?
No sponsorship will be provided for this role.
Location: On site at location listed in job posting
Weekly Schedule: Monday- Friday, 9am-6pm ET
Summary
The Level 1 Help Desk Technician is responsible for providing technical support for First Horizon Bank employees who rely on technology to be the best at serving our customers.
· Technicians will perform the essential tasks listed below:
· Provide support for technology issues, including personal computers, printers and multi-functional devices, application support, software installs, password and access support, backup file restorations, email issues, internet access, and wireless device support as well as support for applications that are specific to the financial industry.
· Provide support identified above through various channels, including Remote Desktop Management systems, Active Directory, Microsoft SCCM, CA ITCM, etc.
· Provide accurate and complete description of the issue, inquiry or request in call record or incident management tracking application.
· Follow step-by-step problem solving instructions prescribed in application run books, as well as perform necessary research for undocumented solutions as required.
· Determine when field support is necessary and dispatch appropriate vendors.
· Contribute to internal knowledge base, according to normal support triage, research and documentation.
· Level 1 technicians escalate issues as necessary to Level 2 technicians.
Job Requirements (Knowledge, Skills and Abilities):
· Good foundation of technical Knowledge and experience in troubleshooting a wide variety of PC hardware and software issues, is required.
· Other areas of knowledge such as networking, database, server/client relationships is a plus.
· Requires excellent customer service skills, analytical skills, sound judgment, and the ability to work effectively with end users, and IT team members and vendor partners
· Experience working in an inbound help desk environment to include knowledge of responsibilities, processes, and procedures.
· Excellent verbal and written communications skills
· Excellent interpersonal and professional interaction skills
· Self-motivated and directed, capable of independent decision making and prioritization of tasks
· Knowledge of ServiceNow a plus
· Minimum of 1 year in a similar job function required
· Degree in IT related field or technical certifications a plus
Environment:
· Work in performed in an office environment
· Travel is rare but may be required as needed (less than 10%)
· After hours availability required as needed for all helpdesk staff
About Us
First Horizon Corporation is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. 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. More information is available at www.FirstHorizon.com.
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
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