Technology Help Desk Technician in Maryville, TN at First Horizon National Corporation

Date Posted: 1/18/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    1638 Robert C Jackson Drive
    Maryville, TN
  • Job Type:
  • Experience:
    At least 1 year(s)
  • Date Posted:
    1/18/2020
  • Job ID:
    TECHN01445

Job Description

Technology Help Desk Technician

Level 1 Technician in the Technology Assistance Center (TAC)

The Level 1 Help Desk Technician is responsible for providing technical support for First Horizon Bank (FH) employees who rely on technology to be the best at serving our customers.

Technicians will perform the essential tasks listed below:

  • Provide support for technology issues, including personal computers, printers and multi-function devices, application support, software installs, password and access support, backup file restorations, email issues, internet access, and wireless device support as well as support for applications that are specific to the financial industry.
  • Provide support identified above through various channels, including Remote Desktop Management systems, Active Directory, Microsoft SCCM, CA ITCM, etc.
  • Provide accurate and complete description of the issue, inquiry or request in a call record or incident management tracking application.
  • Follow step-by-step problem solving instructions prescribed in application run books, as well as perform necessary research for undocumented solutions as required.
  • Determine when field support is necessary and dispatch appropriate vendors.
  • Contribute to internal knowledge base, according to normal support triage, research and documentation.
  • Level 1 technicians escalate issues as necessary to Level 2 technicians.

Job Requirements (Knowledge, Skills and Abilities):

  • Good foundation of technical knowledge and experience in troubleshooting a wide variety of PC hardware and software issues, is required.
  • Other areas of knowledge such as networking, database, server/client relationships is a plus.
  • Requires excellent customer service skills, analytical skills, sound judgment, and the ability to work effectively with end users, and other IT team members and vendor partners
  • Experience working in an inbound help desk environment to include knowledge of responsibilities, processes and procedures.
  • Excellent verbal and written communications skills
  • Excellent interpersonal and professional interaction skills
  • Self-motivated and directed, capable of independent decision making and prioritization of tasks
  • Knowledge of CA Service Desk Manager a plus
  • Minimum of 1 year in a similar job function required
  • Degree in IT related field or technical certifications a plus

Environment:

  • Work is performed in an office environment
  • Travel is rare but may be required as needed (less than 10%)
  • After hours availability required as needed for all helpdesk staff
  • Saturday work shift required for all staff on rotation basis

Hours:

The TAC Level 1 technician positions are full time positions working an 8 hour shift, 40 hours/week, Monday thru Friday, and Saturday rotation averaging once per month.  Occasional overtime as required. 

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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)