IT Service Desk Analyst I

IT Service Desk Analyst I

We're always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you're challenged, valued and empowered every day. We strive to be the best destination for the industry's top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.

The IT Service Desk Analyst I is the first point of contact for employees who need assistance with technology incidents, service requests, access, and supported business applications. Working within established procedures and under regular guidance, this entry-level role records and prioritizes requests, performs initial diagnosis and standard troubleshooting, resolves common issues at first contact when possible, communicates clearly with customers, and escalates work that requires advanced or specialized support.

The role supports a secure, regulated banking environment and is expected to protect confidential information, follow identity-verification and access-control requirements, and maintain complete, accurate, and auditable records in the IT service management system.

Essential Functions:

• Serve as the first point of contact for incidents, service requests, and general support questions received through approved channels, including phone and the self-service portal.
• Create and maintain accurate tickets by capturing the customer's issue, business impact, affected service or device, troubleshooting performed, communications, assignment, and resolution.
• Categorize and prioritize tickets using established procedures and seek guidance when impact, urgency, ownership, or priority is unclear.
• Use approved knowledge articles, scripts, diagnostic tools, and documented procedures to provide initial support for Windows workstations, Microsoft 365, printers, peripherals, mobile devices, connectivity, login issues, and common business applications.
• Perform approved password resets, account unlocks, basic access troubleshooting, and identity verification in accordance with information security and access-management requirements.
• Provide initial triage for supported banking and business applications, gather required details and screenshots, and route unresolved issues to the appropriate Level 2, infrastructure, information security, application, or vendor support team.
• Fulfill routine, pre-approved service requests within assigned authority and procedures.
• Communicate respectfully and clearly with customers, set appropriate expectations, provide status updates, and confirm service restoration or request completion before closure when required.
• Escalate promptly when a standard solution does not restore service, specialized access or expertise is required, a security concern is suspected, documented escalation criteria are met, or a service target may be at risk.
• Follow major-incident notification and escalation procedures when a potentially widespread or high-impact issue is identified.
• Use existing knowledge articles and identify unclear, outdated, or missing documentation for review; contribute draft updates with guidance.
• Participate in assigned training, team meetings, quality reviews, testing activities, and service-improvement efforts.
• Protect customer, employee, and bank information and comply with company policies, security standards, regulatory requirements, and records-retention expectations.
• Perform other duties as assigned that are consistent with the purpose and level of the position.

Minimum Qualifications:

• High school diploma or equivalent.
• No prior professional IT experience required; customer service, technical coursework, internships, labs, volunteer support, or equivalent hands-on experience may demonstrate readiness for the role.
• Foundational familiarity with personal computers, Windows, web browsers, email, office productivity applications, printers, and mobile devices.
• Ability to learn and follow documented procedures, use a knowledge base, ask effective questions, and perform logical step-by-step troubleshooting.
• Professional verbal and written communication skills, with the ability to explain basic technical information in clear, customer-friendly language.
• Ability to document work accurately, protect confidential information, manage multiple requests, and seek assistance or escalate within defined guidelines.
• Dependability, attention to detail, sound judgment, curiosity, and a service-oriented approach.
• Ability to work the schedule established for the Service Desk, including occasional after-hours, weekend, or holiday assignments when business needs require.
• Ability to travel to company locations when required.

Preferred Qualifications:

• Technical coursework, certificate, associate degree, or continuing education in information technology, cybersecurity, computer science, or a related field.
• Experience in a customer-facing role, call center, technical support setting, internship, campus support function, or similar service environment.
• Exposure to Microsoft 365, Active Directory or Entra ID, remote-support tools, ticketing systems, or IT service management concepts.
• Familiarity with financial services or banking applications is helpful but not required.
• Entry-level certification such as CompTIA A+, Microsoft 365 Fundamentals, or ITIL Foundation is helpful but not required.

Core Competencies:

• Customer focus and professionalism
• Active listening and clear communication
• Learning agility and technical curiosity
• Structured troubleshooting and problem solving
• Accurate documentation and attention to detail
• Teamwork, accountability, and appropriate escalation
• Confidentiality and security awareness
• Time management and adaptability

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities