Sr. Technical Support Specialist

FIRSTRUST BANK
RECOGNIZES THE LEADER IN YOU
As one of the region’s foremost community banking institutions, we take pride in fostering leadership.
As a Firstrust employee, your growth is our growth.

For you, that means great benefits, performance-based pay, a meaningful role, and resources to help your success.

For us, that means employees who offer exemplary customer service with a commitment to our values - honesty, integrity and accountability.


The Senior Technical Support Specialist plays a critical role in ensuring the smooth operation of the company’s technology infrastructure. This position is responsible for troubleshooting hardware and software issues, providing timely technical support to end-users and senior level executives, and contributing to the maintenance and improvement of IT systems. The role serves as a key point of escalation for complex technical issues, ensuring timely resolution and appropriate follow up with customers. Additionally, this position assists with workload distribution and queue management.

JOB DUTIES AND RESPONSIBILITIES:
• Technical Support:
• Provide first and second-level technical support to end-users via phone, email, or in-person.
• Diagnose and resolve hardware, software, and network-related issues promptly.
• Serve as an escalation point for complex issues before elevating to higher-level IT staff or management.
• Hardware and Software Management:
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Assist with the deployment of new software applications and updates.
• User Support and Training:
• Assist users with software and hardware-related questions and problems.
• Provide training and guidance to end-users on best practices for using IT resources.
• Create and update user manuals, guides, and documentation.
• Network and Connectivity:
• Troubleshoot and resolve basic network connectivity issues.
• Assist with network setup and configuration tasks as needed.
• Coordinate with network administrators to ensure consistent network performance.
• Security and Compliance:
◦ Implement and follow IT security protocols and procedures.
◦ Assist in maintaining compliance with company and regulatory IT standards.
◦ Monitor systems for security vulnerabilities and take appropriate actions.
• System Maintenance and Improvement:
• Perform routine system maintenance tasks, such as updates, upgrades, and patches.
• Participate in the implementation of IT projects and initiatives
• Contribute ideas for improving IT processes and systems.
• Project Implementation:
• Participate in projects aimed at improving support services and end user experience.
• Execute support-related projects from inception to completion, ensuring timely delivery and quality outcomes.
• Collaborate with various IT departments and business units to successfully implement projects.
• VIP Support:
• Provide comprehensive support for Audio Visual (AV) equipment, ensuring seamless operation for Zoom and Microsoft Teams meetings, including setup, troubleshooting, and user assistance.
• Assist with the deployment of new technologies and special projects for the executive team.
• Coordinate with other IT teams to ensure seamless support for executive initiatives.

• Queue Management
◦ Support the Technical Support Manager with workload distribution and queue management.
◦ Monitor incoming tickets and calls to ensure service-level agreements (SLAs) are met.

PHYSICAL AND SENSORY REQUIREMENTS:
• Prolonged periods sitting at a desk and working on a computer.
• While performing the duties of this position, the employee will constantly be ascending and descending, moving about and lifting objects
• The employee may be required to lift files/materials up to 50 pounds to take to various locations.
• This position will incur installing, operating and handling technical equipment such as personal computers, printers and servers daily.
• The incumbent will be expected to operate a computer terminal.
• Prolonged periods sitting at a desk and working on a computer


POTENITAL ON-THE-JOB-RISKS:
• None identified.


EDUCATION, TRAINING AND EXPERIENCE:
• Associate or bachelor’s degree in information technology, Computer Science, or a related field; or equivalent work experience.
• 5+ years of experience in IT support with at least 2 years supporting C-level executives.
• Strong knowledge of Windows and MacOS operating systems, mobile operating systems (iOS, Android).
• Expertise in troubleshooting hardware, software, and network issues.
• Excellent communic