Representative, Tech Support at FirstBank

| Greater Denver Area
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Job Details

Description

 

The Tech Support Rep assists FirstBank employees with computer issues and questions, typically answering approximately 20 – 40 calls a day.  The Tech Support Rep resets passwords, unlocks user accounts, and performs known fixes. They provide proper documentation and escalation for all other calls. Other responsibilities include reimaging PCs, working with other teams on checking hardware into and out of storage, and moving or replacing equipment in our Headquarters location. The Tech Support Rep also completes projects and work as assigned by management and Senior Technicians.  #DCE

Essential Duties and Responsibilities:

  • Provide first tier support password resets, account unlocks and simple troubleshooting
  • Technical Support Queue
    • Maintain a team queue abandonment rate below 6.5%
  • Maintain a team first call resolution rate above 70%
  • Maintain a team incident resolution SLO above 96%
  • Support Cisco phones and accessories
  • Track end-user requests and problems to ensure timely problem resolution
  • Coordinate vendor service calls when appropriate
  • Maintain user accounts
  • Work on various projects assigned by management
  • Troubleshoot issues related to PC Hardware:
    • Power supply
    • Memory
    • Hard Drive
    • Motherboard
    • Branch Capture Scanners
  • Troubleshoot issues related to the operating system, Microsoft Windows 10
    • Boot process
    • Re-imaging
  • Understand and assist with opening and basic functionality of Microsoft Office
  • Possess basic understanding and knowledge of networking to assist with:
    • IP Address configuration
    • Network connectivity
    • Network communication
  • Perform other duties and projects as assigned
  • Understand and comply with all provisions of the Safety in the Workplace policy

Minimum Qualifications of Position:

  • Entry level position with little or no prior relevant experience

Preferred Qualifications of Position:

  • One to two years’ experience in a technical support or help desk environment
  • Graduate from Activate IT program

Knowledge and Skills:

  • Basic understanding of PC Hardware, Windows 10 and Microsoft Office
  • Excellent customer service, organizational, and troubleshooting skills
  • Ability to manage multiple tasks and priorities
  • Strong time management and organizational skills

Working Conditions and Physical Requirements:

Work is performed in an office environment with moderate noise levels and light to heavy traffic.   An individual in this position:

  • Frequently remains stationary throughout a typical business day
  • Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer
  • Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms
  • Occasionally positions self to access drawers and shelves of various heights
  • Frequently reaches for and handles paperwork and files
  • Constantly communicates with customers, coworkers, and management in-person and on the phone
  • Must be able to exchange accurate information
  • May be required to lift/push/pull up to 25 pounds

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)

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • Objective CLanguages
    • PowershellLanguages
    • COBOLLanguages
    • jQueryLibraries
    • Backbone.jsFrameworks
    • Marionette.jsFrameworks
    • DB2Databases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • IMSDatabases
    • Google AnalyticsAnalytics
    • Adobe AnalyticsAnalytics
    • AxureDesign
    • IllustratorDesign
    • PhotoshopDesign
    • XDDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

We are conveniently headquartered just west of Denver with amazing views of the mountains and downtown. Plus, the commute is refreshingly light.

An Insider's view of FirstBank

What are some social events your company does?

The culture at FirstBank is like no other! They value diversity and encourage inclusion at all levels. I have enjoyed participating in several multicultural events like our Diwali and Lunar New Year celebrations; it has given me the opportunity to learn about different cultures and traditions in a safe and friendly environment.

Maia

IT Infrastructure Manager

What does your typical day look like?

As a project manager, every day is different but one theme is that I’m constantly collaborating. On a daily basis, I get to join forces with fellow PM’s, tech teams, and business areas to work on new and exciting projects. When my workday is done, I hit the gym then head home. It’s awesome working for a company that encourages work/life balance!

Thea

Agile Project Manager

How does the company support your career growth?

FirstBank has been very supportive of my career growth in that they've allowed me to explore different tangents relating to my skillsets and interests, as well as support for continued education. I'm also excited to participate in our Women in Technology group, helping plan events promoting inclusive education and opportunities.

Mike

DevSecOps Analyst

How do you empower your team to be more creative?

Empowerment requires you to truly listen to your team, give them autonomy while encouraging them, share the desired outcome of an initiative along with the why, be available for questions and then, move out of their way! I am astonished by the exceptional results the team provides when they are empowered.

Kathleen

Technology Director

What’s the vibe like in the office?

FirstBank is inviting. Joining a new company can be daunting, but here it feels like a community. The culture and vibe are about welcoming and you feel that from day one. No other company I have worked for has made my transition feel easier.

Peter

Business Analyst

What are FirstBank Perks + Benefits

FirstBank Benefits Overview

FirstBank partners with our employees to achieve physical, emotional, mental, spiritual, professional and financial wellness to succeed at work and in life.

Culture
Volunteer in local community
In 2018, 725 FirstBank employees utilized our VTO program and those employees have volunteered 5,200 hours to non-profits in our communities this year!
Partners with Nonprofits
FirstBank has charitable employees who take great pride in giving back to their communities. Since 2000, FirstBank has contributed over $57 million and countless hours to charitable organizations.
Friends outside of work
Eat lunch together
Intracompany committees
FirstBank offers multiple employee resource groups, including Veterans and Women in Technology.
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
FirstBank's Flexible Spending Account (FSA) helps employees and dependents cover out-of-pocket medical costs with pre-tax contributions up to $2,600 annually.
Disability Insurance
FirstBank provides both short-term and long-term disability insurance.
Dental Benefits
FirstBank offers two PDPPlus dental plan options through MetLife. A unique feature for covered adults is one fluoride treatment during the year, at no additional cost.
Vision Benefits
Your eyesight deserves the best care. With FirstBank's vision plan, you have coverage for eye exams, eyeglasses, and contact lenses
Health Insurance Benefits
FirstBank contributes to the premium cost of employees and their eligible dependents on single coverage health insurance.
Life Insurance
FirstBank covers two times an employees annual salary for life and accidental death/dismemberment insurance at no cost to the employee.
Wellness Programs
Each FirstBank employee has the ability to request up to $360 annually as a reimbursement for expenses associated with wellness (gym memberships, massages, manicures, food delivery service, etc.)
Onsite Gym
FirstBank has a state-of-the-art 24/7 fitness center in the building. The gym is free if you use it 4 times each month, otherwise it's only $10 a month. Awesome group fitness classes are offered, too!
Retirement & Stock Options Benefits
401(K)
FirstBank employees may contribute up to 80% of their salary to their 401k.
401(K) Matching
FirstBank is unlike many employers because we contribute to retirement plans whether the employee does or not.
Company Equity
FirstBank is proud to offer an Employee Stock Ownership Plan (ESOP) as one of our many benefits.
Child Care & Parental Leave Benefits
Flexible Work Schedule
If you're an early riser or like to sleep in, no problem! FirstBank offers flexible schedule with of core hours of 9am-4pm.
Remote Work Program
Most of our tech employees have the opportunity to work from home 2-3 days per week.
Family Medical Leave
FMLA provides 12 work weeks of unpaid, protected leave and FirstBank extends those protections for up to 90 calendar days for eligible employees.
Vacation & Time Off Benefits
Generous PTO
FirstBankers are encouraged to take time to rest and renew, so FirstBank offers 18 paid days off per calendar year to be used for a combination of personal, vacation and sick time.
Paid Volunteer Time
Because we believe in doing what's best for our employees and communities, each year FirstBank gives its employees 2 full days to volunteer in the community however they choose.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
If you prefer to take public transportation, we will provide you with a free RTD pass and have a shuttle waiting to pick you up light rail station to bring you to and from headquarters.
Company Outings
Game Room
We have a game room with a pool table, foosball, Ping-Pong, and a classic arcade console that is open at all times.
Parking
You'll never have to worry about parking. We have a full parking garage at no cost to employees, plus additional onsite parking, a bike closet, and electric vehicle charging stations.
Fitness Subsidies
As part of the wellness program, you can use your quarterly allotment toward fitness memberships.
Professional Development Benefits
Job Training & Conferences
In addition to full access to LinkedIn Learning and a dedicated conference attendance budget, FirstBank has an in-house training team that provides training for all employees.
Tuition Reimbursement
We reimburse employees up to $3,000 annually for tuition and books for business-related classes. We also help cover cost for employee's children to pursue post-high school education and training.
Diversity Program
FirstBank is committed to creating a diverse and inclusive workplace through cultural awareness, team-building exercises, and the encouragement of on-going dialogue with employees.
Cross functional training encouraged
Promote from within
Mentorship program
FirstBank offers multiple mentorship programs, including Women in Technology and Elevate Leadership.
Online course subscriptions available
Customized development tracks
Paid industry certifications
FirstBank will reimburse a Technology employee for the testing fees associated with obtaining a qualified Technology certification.

Additional Perks + Benefits

FirstBank offers a number of career stages so employees can explore opportunities in a way that keeps them growing, challenged and contributing. We believe in our talent so much that we primarily use a promote from within approach.

FirstBank employee rights and benefits are governed by the official plan documents. If any discrepancy exists between this communication and the official plan documents, the plan documents will prevail. FirstBank reserves the right to change any benefit plan without notice. Benefits are not a guarantee of employment. FirstBank cannot provide tax or financial advice. Benefit Eligibility is subject to terms and conditions of employment.

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