Required Technical Knowledge:

• Some experience in technical support.
• Hands-on experience with windows operating system and office products.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.

Expectations of an Employee:

• Works well independently
• Treats all customers and fellow employees with respect
• Exceeds customer expectations
• Meets customer needs
• Maintain confidentiality of all bank records
• Conducts interactions with honest, ethical, and strong moral principles
• Performs at the highest level
• Takes responsibility for actions
• Does what is expected
• Leads by example and takes initiative
• Works as a team
• Efficiently shares information in a collaborating and proactive manner
• Pays attention to detail
• Solves problems
• Makes sound decisions
• Manages time effectively
• Prioritizes effectively
• Performs multiple tasks simultaneously
• Shows up for work and is on time
• Complies with all laws and regulations
• Completes all required training
• Adheres to Bank Values

Supervisory Responsibilities:  None

Amount of Travel:  Up to 10%

Physical Requirements:

• May need to sit/stand for long periods of time
• Sustained visual concentration while working at the computer
• Typing on a keyboard for long periods of time
• Handle high stress environment
• Maintain professional appearance

It is the policy of FirstBank Southwest to provide equal opportunity employment (EOE) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, FirstBank Southwest will provide reasonable accommodations for qualified individuals with disabilities. FirstBank Southwest is an affirmative action employer.

Job Summary:  Responsible for providing technical assistance to internal users by diagnosing and troubleshooting software, hardware, and network related issues.  Intern assignment duration not to exceed 1 year (12 months). 

Education/Experience:  A minimum of the following education/experience is required:

• High School Diploma/GED
• Working toward college degree with some experience in a technical field.

Job Specific Responsibilities:

• Researches and identifies solutions to software and hardware issues.
• Diagnoses and troubleshoots technical issues, including account setup and network configuration.
• Asks customers targeted questions to quickly understand the root of the problem.
• Tracks computer system issues through to resolution, within agreed time limits.
• Guides clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
• Escalates unresolved issues to appropriate internal teams as needed.
• Provides prompt and accurate feedback to customers.
• Refers to internal database or external resources to provide accurate solutions.
• Ensures all issues are properly logged.
• Prioritizes and manages several open issues at one time.
• Follows up with clients to ensure their IT systems are fully functional after troubleshooting.
• Documents technical information in knowledge-based solution.
• Other duties as assigned.