United States only**This is a hybrid position – after training is completed, the Technical Support REP work schedule is currently 3 days a week in office and 2 days working from home. Additionally, position will require either a Saturday shift, or a daily later shift from 9:30am to 6:30pm.**
Salary Range
19.25 - 23.00/hr
Founded in 1963, FirstBank maintains more than $20 billion in assets and operates over 100 branch locations across Colorado, Arizona and California. Its growth can be attributed to one simple philosophy: do right by customers, communities and employees, which is at the center of the company’s “banking for good” mantra. FirstBank believes that diversity, equity, and inclusion are part of everything we do, both within and outside our company, and prides itself in hiring and training a diverse and talented group. We strive to not only maintain a diverse workforce, but also ensure our employee experience garners a sense of belonging, is inclusive and equitable. FirstBank believes that a company is nothing without the people that comprise it, and prides itself in hiring and training a diverse and talented group. By joining the FirstBank team you will experience its great team culture with ample opportunity for growth. There’s an opportunity for everyone with positions all across the company, from Teller and Call Center to Technology and Lending. Apply today to learn more and join the team!
A Brief Overview
The Tech Support Rep assists FirstBank employees with computer issues and questions, typically answering approximately 20 – 40 calls a day. The Tech Support Rep resets passwords, unlocks user accounts, and performs known fixes. They provide proper documentation and escalation for all other calls. Other responsibilities include reimaging PCs, working with other teams on checking hardware into and out of storage, and moving or replacing equipment in our Headquarters location. The Tech Support Rep also completes projects and work as assigned by management and Senior Technicians.
What you will do
- Provide first tier support password resets, account unlocks and simple troubleshooting
- Technical Support Queue : Maintain a team queue abandonment rate below 6.5%
- Maintain a team first call resolution rate above 70%
- Maintain a team incident resolution SLO above 96%
- Support Cisco phones and accessories
- Track end-user requests and problems to ensure timely problem resolution
- Coordinate vendor service calls when appropriate
- Maintain user accounts
- Work on various projects assigned by management
- Troubleshoot issues related to PC Hardware: Power supply, Memory, Hard Drive, Motherboard, Branch Capture Scanners
- Troubleshoot issues related to the operating system, Microsoft Windows 10: Boot process, Re-imaging
- Understand and assist with opening and basic functionality of Microsoft Office
- Possess basic understanding and knowledge of networking to assist with: IP Address configuration, Network connectivity, Network communication
- Perform other duties and projects as assigned
- Understand and comply with all provisions of the Safety in the Workplace policy
Minimum Requirements
- Entry-level job with little or no prior relevant work experience in the function
Preferred Requirements
- One to two years’ experience in a technical support or help desk environment
- Graduate from Activate Work
Knowledge, Skills, and Abilities
- Basic understanding of PC Hardware, Windows 10 and Microsoft Office
- Ability to manage multiple tasks and priorities
- Excellent customer service, organizational, and troubleshooting skills
- Strong time management and organizational skills
Working Conditions and Physical Requirements
- 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
- May be required to lift/push/pull up to 25 pounds
- FirstBank does not currently offer fully remote positions, except as required by law. The actual number of in-office days that may be required will vary by business unit, role, and business need.
Statement of Benefits
FirstBank offers a suite of benefits that support our employees’ professional, financial, physical, emotional and spiritual well-being. Benefits currently offered with our positions include: Paid Time Off/paid leave programs, 401K/Employee Stock Ownership, United Healthcare medical, MetLife dental, VSP vision, Employee tuition reimbursement, Volunteer Time Off, Short-Term Disability, Long-Term Disability, and Group Life Insurance/AD&D
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 legally protected characteristic. FirstBank does not permit pay inequities. Anyone who believes they have been subject to pay inequity should immediately report their concerns to the Human Resource Department.
