Tech Support Specialist
If candidates are related to, living with, dating, or in a familial-like relationship with a current FirstBank employee or FirstBank Board of Director they cannot be considered at this time.
Salary Range: $21.65 - $28.90/hr
Founded in 1963, FirstBank maintains more than $20 billion in assets and operates over 110 branch locations across Colorado, Arizona and California. Its growth can be attributed to one simple philosophy: do right by customers, communities and employees, which is at the center of the company's "banking for good" mantra. FirstBank believes that a company is nothing without the people that comprise it, and prides itself in hiring and training a diverse and talented group. By joining the FirstBank team you will experience its great team culture with ample opportunity for growth. There's an opportunity for everyone with positions all across the company, from Teller and Call Center to Technology and Lending. Apply today to learn more and join the team!
A Brief Overview
Responsible for answering approximately 20 - 40 calls a day from FirstBank employees with computer issues and questions. Responsible for troubleshooting PC, network and printer issues in a timely manner and escalating such issues as appropriate and necessary. Responsible for working and communicating with other IT teams on troubleshooting and information gathering on emerging and ongoing issues. Responsible for completing projects and work as assigned by management and Senior Technicians.
What you will do
- Provide first tier support to troubleshoot and resolve PC and server hardware, software, and network connectivity problems
- Technical Support Queue
- Maintain a team queue abandonment rate below 6.5%
- Account Maintenance
- Maintain a team completion rate above 90% of forms submitted before 2pm done by 8am
- Maintain a team verification rate of 100% of forms verified within 2 days
- Maintain a team first call resolution rate above 84%
- 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
- Various projects assigned by management
- PC Hardware
- Troubleshoot issues related to hardware
- Power supply
- Memory.Hard Drive
- Motherboard
- Branch Capture Scanners
- Microsoft Windows 7: Troubleshoot issues related to the operating system
- Boot process
- Re-imaging
- VMWare View workstations
- Configuration
- Re-creating
- Microsoft Office
- Opening and basic functionality
- Macros
- Basic understanding and knowledge of networking
- IP Address configuration
- Network connectivity.Network communication
- First tier support and troubleshooting for Branch Capture scanners and software
- First tier support and troubleshooting for Remote Access issues
- First tier support and troubleshooting for Android and Apple devices.
- Perform other duties and projects as assigned
- Understand and comply with all provisions of the Safety in the Workplace policy
Minimum Requirements
- Typically requires a minimum of 2 years related experience
Preferred Requirements
- One to two years' experience in a technical support or help desk environment
Knowledge, Skills, and Abilities
- Basic understanding of PC Hardware, Windows 7 and Microsoft Office
- Excellent customer service, organizational, and troubleshooting skills
- Basic Understanding of Active Directory (AD)
- Password resets, Group Memberships, Printing, Group Policy, File Permissions, Security Groups, Distribution Groups
- Ability to manage multiple tasks and priorities
- Strong time management and organizational skills
Working Conditions and Physical Requirements
- 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
Statement of Benefits
FirstBank offers a suite of benefits that support our employees' professional, financial, physical, emotional and spiritual well-being. Benefits currently offered with our positions include: Paid Time Off/paid leave programs, 401K/Employee Stock Ownership, United Healthcare medical, MetLife dental, VSP vision, Employee tuition reimbursement, Volunteer Time Off, Short-Term Disability, Long-Term Disability, and Group Life Insurance/AD&D.
FirstBank is an EOE/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. FirstBank does not permit pay inequities. Anyone who believes they have been subject to pay inequity should immediately report their concerns to the Human Resource Department.