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 3rd party applications used by the MidFirst team.

• Provides 1st Tier technical support to MidFirst end users.
• Processes and creates incident/service request tickets into the MidFirst ticketing system. 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.
• 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 support work experience or
• Any equivalent combination of education and 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

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)