Support Desk Technician I

at  First Financial Bank

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written!
If you are interested and qualified for this role, we invite you to apply.
This position is to ensure proper computer operation so that the end users can accomplish business related tasks. This includes receiving initial calls/emails, and prioritizing, documenting and actively resolving associates IT problems. Makes escalation for incidents when necessary.

This position is to ensure proper computer operation so that the end users can accomplish business related tasks. This includes receiving initial calls/emails, and prioritizing, documenting and actively resolving associates IT problems. Makes escalation for incidents when necessary.

• Field/answer incoming requests to the Service Desk via both Telephone and E- mail to ensure courteous, timely and effective resolution to associates issues. (60%)
• Investigate and resolve association workstation hardware and software issues and escalate more advanced issues to either Tier 2 or 3 for resolution (15%)
• Create initial tracking work orders, document corrective action for problem resolution, use workflow tools and practices to achieve first call resolution (10%)
• Perform preventive maintenance, including checking and cleaning of workstations, printers and peripherals. (5%)
• Place service calls for 2nd/3rd party vendors. (10%)

Required Skills

• Exceptional Customer service skills
• MS Certification A+ and or 1-2 year’s related experience with basic computer hardware
• Exceptional written and oral skills
• Experience with Desktop systems and Windows current operating systems
• Strong Documentation skills
• Proven analytical and problem-solving abilities
• Be familiar with Active Directory; resolve associate password related incidents for user environment, and various web based HR applications.

Required Experience

• Knowledge of basic computer hardware
• Experience with desktop systems, including Windows XP
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Exceptional customer service orientation

It is our policy to not discriminate against any individual in violation of federal, state, and local laws as it relates to age, race, color, religion, national origin, sex, marital status, pregnancy, gender identity, disability, sexual orientation, genetic information, veteran/military service, or any other characteristic protected by law.
We are an E-Verify Employer

• Field/answer incoming requests to the Service Desk via both Telephone and E- mail to ensure courteous, timely and effective resolution to associates issues. (60%)
• Investigate and resolve association workstation hardware and software issues and escalate more advanced issues to either Tier 2 or 3 for resolution (15%)
• Create initial tracking work orders, document corrective action for problem resolution, use workflow tools and practices to achieve first call resolution (10%)
• Perform preventive maintenance, including checking and cleaning of workstations, printers and peripherals. (5%)
• Place service calls for 2nd/3rd party vendors. (10%