IT Support Technician

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!

Our IT Support Technician position is an exciting opportunity for anyone who is self-motivated, a quick learner and looking to begin or jump start their career in IT. Working as part of a team, the successful candidate will share our values and have an interest in working with the latest technologies to provide exceptional customer service. This position requires an individual with strong technical and communication skills and a solutions-based mindset to perform remote troubleshooting, administer diagnostic techniques, and answer client questions.

SUMMARY

The IT Support Technician provides front-line support to bank colleagues and ensures proper computer and software operation so that end users can accomplish tasks. This includes receiving, prioritizing, documenting, and actively resolving help requests and escalating incidents when considered appropriate. 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.

Position: IT Support Technician (Help Desk Role)

Location: Oklahoma City (On-site)

Physical Location: 5100 N. Classen Blvd

Type: Full-time

Shift: 7:30 AM to 4:30 PM

PRIMARY DUTIES/RESPONSIBILITIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Assists with onboarding new users and assigning users and computers to proper groups in Active Directory.
• Sets up email on mobile devices for designated end-users.
• Monitors and responds quickly to colleague requests received through the IT ticketing system or over the telephone.
• Gathers the necessary information and performs standard research using all relevant available resources to diagnose technical issues. Must be able to work independently to investigate and implement solutions to technical issues.
• Records, tracks, and documents the problem-solving process, including all successful and unsuccessful attempts made, actions taken, through to final resolution.
• Works collaboratively with service owners to facilitate effective root cause analysis and escalate more complex issues to others in the IT Department when necessary.
• Seeks to find more effective and efficient ways to resolve repeatable, common tickets. Makes decisions independently when needed to resolve or fulfill common issues or requests.
• Focuses on delivering a positive client experience in keeping with the Bank’s Core Values and Golden Rules of Service and seeks to exceed service level expectations.
• Performs other relevant duties as assigned.
• Regular and reliable attendance is a minimum requirement of the job.

EXPERIENCE REQUIREMENTS:

• Knowledge of basic computer hardware and peripherals. Experience with desktop operating systems, including Windows.
• Understanding of Software Development principles and the application of those principles to Infrastructure strongly desired, but not required. 
• 1 year of experience in a help desk capacity diagnosing and resolving basic technical issues is a plus.

EDUCATION REQUIREMENTS:

• High school degree or equivalent required.
• Bachelor’s degree in computer science or IT-related field 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 demonstrates a strong desire to help internal clients.
• Must be able to communicate technical information clearly and effectively 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.
• Ability to work well within a team as well as independently with minimal oversight and direction.

SUPERVISORY RESPONSIBILITY: None. This is a non-exempt position without any supervisory responsibility.
WORKING CONDITIONS: Normal office working environment.

AA/EOE M/F/D/V MEMBER FDIC