IT Help Desk Tech

No sponsorship will be provided for this role. On-site at the location listed in the posting. Weekly schedule: Monday–Friday, 9:00 AM–5:00 PM.

About Us

First Horizon Corporation is a leading regional financial services company dedicated to helping our clients, communities, and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. 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.

Responsibilities

• Provide support for technology issues, including personal computers, printers and multi-functional devices, application support, software installs, password and access support, backup file restorations, email issues, internet access, and wireless device support, as well as support for applications specific to the financial industry.
• Deliver support through various channels, including Remote Desktop Management systems, Active Directory, Microsoft SCCM, and CA ITCM.
• Document accurate and complete descriptions of issues, inquiries, or requests in call records or incident management tracking applications.
• Follow step-by-step problem-solving instructions in application run books and perform research for undocumented solutions as needed.
• Determine when field support is necessary and dispatch appropriate vendors.
• Contribute to the internal knowledge base according to normal support triage, research, and documentation.
• Escalate issues to Level 2 technicians as necessary.

Requirements

• Good foundation of technical knowledge and experience in troubleshooting a wide variety of PC hardware and software issues.
• Knowledge of networking, database, and server/client relationships is a plus.
• Excellent customer service, analytical, and interpersonal skills.
• Ability to work effectively with end users, IT team members, and vendor partners.
• Experience working in an inbound help desk environment, including knowledge of responsibilities, processes, and procedures.
• Excellent verbal and written communication skills.
• Self-motivated and directed, capable of independent decision-making and task prioritization.
• Knowledge of ServiceNow is a plus.
• Minimum of 1 year in a similar job function required.
• Degree in an IT-related field or technical certifications is a plus.

Environment

• Work is performed in an office environment.
• Travel is rare but may be required as needed (less than 10%).
• After-hours availability required as needed for all help desk staff.

Benefits

• Medical with wellness incentives, dental, and vision coverage.
• HSA with company match.
• Maternity and parental leave.
• Tuition reimbursement.
• Mentor program.
• 401(k) with 6% company match.