IT Support Technician

DESCRIPTION

At First Fidelity Bank, we are looking for talented, enthusiastic team members with a passion for service excellence. Our employees are critical to our overall success. We invest in our employees by providing excellent training and development, as well as advancement opportunities. We offer our employees a family environment, great benefits, competitive pay and paid time off for work/life balance. We are dedicated to giving back to the communities we serve, and we encourage our employees to participate in charitable giving and volunteer opportunities. One of our Core Values is to provide a caring place to work where people truly enjoy coming to work each day. Colleagues of First Fidelity Bank take pride in working here, make lasting friendships and have fun!

SUMMARY

The IT Support Technician serves as the initial point of contact for diagnosing and resolving technology-related issues and is responsible for documenting IT requests and status in an IT ticket tracking system. Must be able to interact professionally with internal clients and collaborate with other IT colleagues to ensure an acceptable technical fix while looking to continuously improve the process or technology.

Are you passionate about delivering exceptional customer service while providing technical support? Do you thrive in a dynamic environment where no two days are the same? We are currently seeking a talented IT Support Technician to join our team and serve in a crucial help desk role.

Position: IT Support Technician (Help Desk Role)

Location: Oklahoma City (On-site)

Physical Location: 5100 N. Classen Blvd

Type: Full-time

Shift: 9:00 AM to 6:00 PM, 10:00 AM to 7:00 PM (Flex)

KEY RESPONSIBILITES:

• Customer Support:
  • Act as the primary point of contact for end-users seeking technical assistance via phone, email, or chat.
  • Provide exceptional customer service by listening to users' issues, troubleshooting, and resolving their problems efficiently.
  • Maintain a professional and courteous demeanor when interacting with users.
• Incident Management:
  • Log all incidents, service requests, and inquiries in our ticketing system.
  • Prioritize and categorize incidents based on urgency and impact on business operations.
  • Monitor and manage the ticket queue to ensure timely resolution, escalating issue as required.
• Technical Troubleshooting:
  • Diagnose and resolve hardware and software problems for end-users, including issues with Windows-based computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi.
  • Provide step-by-step instructions and guidance to end-users for self-service problem resolution when appropriate.
  • Determine when it's best to cease troubleshooting and escalate or dispatch to second level support to assist.
• Documentation:
  • Maintain accurate records of all support activities, including incident details, troubleshooting steps, and resolution procedures in the ticketing system.
  • Update knowledge base articles for common issues to facilitate self-service for end-users.
• Communication:
  • Communicate effectively with end-users and colleagues, both verbally and in writing, to ensure clear and concise exchange of technical information.
  • Keep end-users informed of incident progress and resolution timelines.
• Hardware and Software Support:
  • Assist in hardware and software installation, configuration, and updates.
  • Troubleshoot software-related issues, including operating systems, office applications, and specialized software used within the Bank.
• User Training:
  • Provide basic training and guidance to end-users on using IT resources effectively and securely.
  • Promote IT security best practices and educate users on the importance of safeguarding sensitive data and credentials.
• Continuous Improvement:
  • Identify recurring issues and escalate to IT management in an effort to prevent future incidents.

QUALIFICATIONS

REQUIREMENTS:

• Proven experience in a service desk or help desk role, preferably in a fast-paced environment.
• Strong customer service orientation with excellent communication skills.
• Proficiency in diagnosing and resolving hardware, software, and network issues.
• Familiarity with ticketing systems and remote support tools.
• Ability to work independently and prioritize tasks effectively.
• Certifications preferred but not required: such as CompTIA A , Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.

EDUCATION REQUIREMENTS:

• High school degree required.
• Certifications preferred.

OTHER REQUIREMENTS (SKILLS, ABILITIES, CHARACTERISTICS):

• Strong work ethic with the ability to manage a large workload within tight deadlines, as well as respond promptly and effectively in emergency situations.
• Excellent organizational skills with the ability to work independently, handle multiple tasks, prioritize, and meet deadlines.
• Maintains high-quality customer service skills and demonstrate a strong desire to help internal clients.
• Must be able to clearly and effectively communicate technical information to nontechnical clients.
• Detail-oriented with a sense of urgency and commitment to positive results. Must be considered an “out of the box” thinker who can handle complex problems and find solutions.
• Displays a willingness to learn and demonstrates initiative to maintain knowledge of emerging technologies.
• Possess a highly critical and analytic thought process coupled with a very strong technical proficiency.
• An understanding of various types of hardware to include Dell, HP, Apple, and Microsoft.
• Ability to work well within a team as well as independently with minimal oversight and direction.

SUPERVISORY RESPONSIBILITY:  None. 

WORKING CONDITIONS: Normal office working environment

PHYSICAL REQUIREMENTS: Must be able to work within a routine office environment.

EOE disability/vet