What are the responsibilities and job description for the IT SUPPORT SPECIALIST position at First Horizon?
About Us
First Horizon Corp. (NYSE: FHN), with $89.1 billion in assets as of December 31, 2021, is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, mortgage, and title insurance services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.
SUMMARY
Provides timely, customer-service oriented support to end users on a variety of PC, Printer/Copier, Server, Network, and Application issues. Responds to issues reported via a ticketing system, and documents work within that system. Acquires and documents knowledge, both technical and institutional. Has knowledge of commonly used concepts, practices, procedures, and terminology within the field of Information Technology. Follows established processes and procedures, and assists with creating new ones. Performs some project management/coordination tasks. Reports to the IT Field Operations Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provides Level 2 support for Incidents and Requests both remotely and in the field.
- Provides occasional Level 1 support, as circumstances require.
- Assists Level 1 support teams with troubleshooting or resolving issues that are more complex.
- Escalates as needed to Level 3 or 4 teams, providing excellent documentation of the issue at hand and all troubleshooting performed to that point.
- Exhibits strong technical knowledge, including: familiarity with Microsoft operating systems, Office applications and Active Directory; understanding of network connectivity and topology; familiarity with networked printers, scanners, and copiers; familiarity with remote support tools and concepts.
- Works efficiently both as an individual and in group or collaborative settings, and with a varying degree of supervision.
- Assist and trains other personnel as needed.
- Exhibits strong troubleshooting and problem solving skills.
- Learns quickly and is comfortable working with the new or the unfamiliar,
- Follows established protocols for Change, Incident, Problem, and Asset Management
- Works with various outside vendors to deliver support and solutions.
- Schedules and dispatches vendor personnel to work on tasks in the field as needed.
- Works within a ticketing system, ensuring that all assigned tickets are well-documented and kept up to date, and that all reports of issues or user requests are logged as a ticket.
- Creates and updates articles within a knowledgebase to ensure that known issues and common requests can be resolved/fulfilled in a consistent and timely manner.
- Assists with testing and documenting new fixes, processes, and procedures.
- Applies strong organizational, multi-tasking, and follow-through abilities.
- Effectively prioritizes workload in a fast-paced environment.
- Uses strong written and verbal communication skills to provide excellent customer service and to provide clear, concise information to other members of IT.
- Travels to nearby branches and offices to provide onsite support, as needed.
- Occasionally travels to other parts of the company’s footprint for support or project work.
- Has a valid driver’s license and reliable personal transportation.
- Comfortable with air travel.
- Performs all other duties as assigned.
SUPERVISORY RESPONSIBILITIES
No supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and/or abilities required in this position:
High school diploma or GED plus relevant technical certifications and/or experience.
2-5 years of experience working in IT or related fields; prior Help Desk or other technical support experience strongly preferred.
Prior experience providing IT support for a large business or enterprise is preferred.
Prior experience in the Financial Services industry is a plus.
Spanish language skills are a plus.
COMPUTER AND OFFICE EQUIPMENT SKILLS
- Proficiency with the Microsoft Office Suite is required; strong Excel skills are preferred.
- Active Directory experience is required.
- Experience with an IT Service Management platform or ticketing system is strongly preferred.
- Experience with Adobe applications, Microsoft SCCM, or Banking/Financial industry specific applications is preferred.
CERTIFICATES, LICENSES, REGISTRATIONS
Technical certifications are not required, but preferred, e.g. CompTIA, ITIL, or vendor-specific certifications from Microsoft, Cisco, or HP.
Benefit Highlights
- Medical with wellness incentives, dental, and vision
- HSA with company match
- Maternity and parental leave
- Tuition reimbursement
- Mentor program
- 401(k) with 6% match
- More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Follow Us
Facebook -- facebook.com/FirstHorizonBank
Twitter -- twitter.com/FirstHorizonBnk
LinkedIn -- linkedin.com/company/first-horizon-bank
Instagram -- instagram.com/first_horizon
YouTube -- youtube.com/channel/UCEVs5OMj-b0H9Dr5Q209_-Q
