Support Desk Technician I

First Financial Bank - Greensburg, IN

Full-time - Entry Level

Greensburg, IN

Credit Intermediation and Related Activities

About the position

The Support Desk Technician I role is designed to ensure the proper operation of computer systems for end users, enabling them to perform business-related tasks efficiently. This position involves receiving and prioritizing incoming requests, documenting issues, and actively resolving IT problems while escalating more complex issues as necessary.

Responsibilities

• Field/answer incoming requests to the Service Desk via both Telephone and Email to ensure courteous, timely and effective resolution to associates issues.
• Investigate and resolve association workstation hardware and software issues and escalate more advanced issues to either Tier 2 or 3 for resolution.
• Create initial tracking work orders, document corrective action for problem resolution, use workflow tools and practices to achieve first call resolution.
• Perform preventive maintenance, including checking and cleaning of workstations, printers and peripherals.
• Place service calls for 2nd/3rd party vendors.

Requirements

• Exceptional Customer service skills
• MS Certification A+ and/or 1-2 years related experience with basic computer hardware
• Exceptional written and oral skills
• Experience with Desktop systems and Windows current operating systems
• Strong Documentation skills
• Proven analytical and problem-solving abilities
• Familiarity with Active Directory; resolve associate password related incidents for user environment, and various web-based HR applications.

Nice-to-haves

• Knowledge of basic computer hardware
• Experience with desktop systems, including Windows XP
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Exceptional customer service orientation.