What are the responsibilities and job description for the IT Specialist position at First Horizon?
Location: On site at location listed in job posting
SUMMARY
We are hiring for a Technology Specialist who serves as a team member supporting the Technology Operations Center (TOC). The TOC is an internal IT department chartered to monitor, troubleshoot, and maintain technology systems across the First Horizon Bank enterprise. This 24 X 7 environment will serve as the focal point for Data Center processing, related incident management, and reporting.
Shift Hours: 7am to 3:30pm
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.
- 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 and 1-3 years of experience or equivalent combination of education and experience
COMPUTER AND OFFICE EQUIPMENT SKILLS
- Microsoft Office suite
CERTIFICATES, LICENSES, REGISTRATIONS (Ex: CPA, Series 6 or 7 license, etc)
None 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.
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