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IT Support Specialist, Senior - Lafayette, United States - First Tennessee Foundation
Description
** IT Support Specialist, Senior - Lafayette, LA**
**Job Category****:** Information Technology **Requisition Number****:** ITSUP04167 Showing 1 location **Job Details**
**Description**
**IBERIABANK & FIRST HORIZON BANK. Proven. Focused. Better Together.**
**Great Culture, Career Opportunities, and Benefits****Join us and find out how much your career can grow**
Two strong banks headquartered in the Southeast, First Horizon Bank and IBERIABANK, have merged to become a top 25 bank with offices across the southeastern United States. IBERIABANK locations will soon begin operating under the First Horizon name. First Horizon began in 1864, in Memphis, Tennessee and we've remained dedicated to our clients, associates, and communities for over 150 years. Our shape the way we do business. It's resulted in and growth into a top 25 bank with locations across the Southeast. We're publicly traded under the ticker symbol "" on the NYSE. Join us and represent the distinguished First Horizon organization with other stellar associates and find out how much your career can grow
Visit us: | | | |
**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.
+ Occasionally travels to other parts of the companys footprint for support or project work.
+ Has a valid drivers license and reliable personal transportation.
+ Comfortable with air travel.
+ Performs all other duties as assigned.
+ Adheres to strict compliance with company policies and procedures.
**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 plus relevant technical certifications and/or experience.
2-5+ years of experience working in IT or related fields; prior Help Desk or other technical support experience strongly preferred.
Prior experience providing IT support for a large business or enterprise is preferred.
Prior experience in the Financial Services industry is a plus.
Spanish language skills are a plus.
**COMPUTER AND OFFICE EQUIPMENT SKILLS**
Proficiency with the Microsoft Office Suite is required; strong Excel skills are preferred.
Active Directory experience is required.
Experience with an IT Service Management platform or ticketing system is strongly preferred.
Experience with Adobe applications, Microsoft SCCM, or Banking/Financial industry specific applications is preferred.
**CERTIFICATES, LICENSES, REGISTRATIONS**
Technical certifications are not required, but preferred, e.g. CompTIA, ITIL, or vendor-specific certifications from Microsoft, Cisco, or HP.
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**
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 contractors legal duty to furnish information. 41 CFR c)
