Support Line Specialist

Description

The Support Line Technician team member is responsible for the first tier investigation and documentation of technical issues reported by internal MidFirst users. This includes end user PC related issues, in-house applications, and 3^rd party applications used by the MidFirst team.

• Provides 1^st Tier technical support to MidFirst end users.
• Processes and creates incident/service request tickets into the MidFirst ticketing systems. conducting first level troubleshooting with emphasis on the following
  • Problem/Request determination
  • Priority assignment
  • Resolution
• Identifies second Tier problems and assigns appropriate personnel groups according to Service Level Agreements (SLAs) and Support Desk Procedures (SDPs) for further problem determination and resolutions.
• Demonstrates exceptional support service in all contacts with end users.
• Assists Support Desk Manager with administrative functions such as policies, procedure documentation and incorporate reporting for the Support Desk.
• Assists Support Desk Manager with Projects as needed.
• Must be willing to flex shift by 1 hour when covering PTO.

Necessary Knowledge, Skills and Abilities:

Education

• Associates degree in computer science, information technology, or related technical field or
• Minimum of one (1) year of helpdesk  and IT support work experience or
• Any equivalent combination of education and experience.
• Active Directory experience

 Preferred Experience

Two to three years of experience in IT Customer Support or Help Desk and one to two years of experience performing advanced troubleshooting on PC related issues.

Two to three years of practical Active Directory experience.

Two to three years of managing/involved in time sensitive projects

Strongly Preferred

Previous Financial Institution experience

Excellent Oral and Written communication skills.

Ability to exercise sound judgment in evaluating situations and in making decisions

Excellent Multitasking skills

Knowledge of Microsoft Office Suites and Windows OS

Working knowledge of process documentation

Working knowledge of PowerShell