Description

Location: On site at location in job posting

Summary

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 ServiceNow 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

Hours :

The FirstHelp Level 1 technician positions are full time positions working an 8 hour shift, 40 hours/week, Monday thru Friday. Occasional overtime as required.

About Us

First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately 7,300 associates and 418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. 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.

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

Corporate Diversity Commitment:

We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.

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

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)