FirstBank Technical Support Technician in Lakewood, Colorado

Requisition Number 18-1195

Post Date 10/10/2018

Title IT Professional

Title Detail Technical Support Technician

City Lakewood

Location Headquarters

State CO

Description

Continued growth at FirstBank and technical advancements have contributed to Information Technology's expansions that are paving the way for additional improvements that will benefit the customers and employees. We are seeking a well rounded individual with an interest in technology who possesses strong customer service and problem solving skills to join the Technical Support team.

Our IT staff works in a highly collaborative environment with a strong focus to continue to support FirstBank's commitment to our customers and employees. The Technical Support Technician will be passionate about technology, fixing computers, troubleshooting networks and helping people use technology.

This is the perfect position for someone looking to start their career in IT. You are best suited for this role if are a problem solver, the type of person who enjoys challenging puzzles, figuring out what is broken and how to fix it while providing excellent customer service.

As a Denver Post Top Workplaces award winner seven years in a row (2012-2018), FirstBank provides many great benefits for being a part of our family. From competitive salaries, employer-contributed retirement and health plans, some reduced fee banking services, paid time off, employer paid basic life insurance, short-term and long term disability policies, to holiday parties and more, you will be appreciated and made to feel at home at FirstBank. FirstBank provides a high-paced work environment with different projects landing on your desk routinely. From building the back-end of new products, improving current products and designing internal systems, to managing our security systems, maintaining and improving infrastructure and much more, no week is the same. This is a challenging position that comes with great rewards. #DCE

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide first tier call support to troubleshoot and resolve PC, printer and server hardware, software, and network connectivity problems

  • Provide excellent customer service while handling approximately 40 support calls a day

  • Track end-user requests and problems to ensure timely problem resolution

  • Implement new software and PC/printer hardware

  • Coordinate vendor service calls when appropriate

  • Setup and maintain user accounts

  • Maintain a team call queue abandonment rate below 6.5%

  • Troubleshoot issues related to PC, Wyse, and printer hardware

  • Troubleshoot issues related to the Windows 7 and 10 operating system

  • Troubleshoot issues related to VMWare View workstations

  • Perform other duties and projects as assigned

Average starting salary of $20.50 per hour, commensurate with experience

Requirements

MINIMUM QUALIFICATIONS OF POSITION:

  • Typically requires a minimum of 2 years related experience.

PREFERRED QUALIFICATIONS OF POSITION:

  • One to three years of technical customer service experience.

KNOWLEDGE AND SKILLS:

  • Basic understanding of PC hardware, operating systems, Windows 7 and 10, and Microsoft Office

  • Excellent customer service, organizational, and troubleshooting skills

  • Ability to manage multiple tasks and priorities

  • Basic understanding of:

  • Active Directory (AD)

  • Password resets

  • Group Memberships

  • General application troubleshooting

  • Time management and organizational skills for assigned projects

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

  • Work is performed in an office environment with moderate noise levels and light to heavy traffic. An individual in this position:

  • Frequently remains stationary throughout a typical business day

  • Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer

  • Occasionally moves about inside the office to access file cabinets, office machinery, and other rooms

  • Occasionally positions self to access drawers and shelves of various heights

  • Frequently reaches for and handles paperwork and files

  • Constantly communicates with customers, coworkers, and management in-person and on the phone

  • Must be able to exchange accurate information

Work Hours Monday through Friday

Part Time No

  • FirstBank is an EOE/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.

  • Please view Equal Employment Opportunity Posters provided by OFCCP here at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .

  • FirstBank 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 FirstBank’s legal duty to furnish information. 41 CFR 60-I.35(c)