Help Desk Manager jobs in Lafayette, LA

About Us
First Horizon Corp. (NYSE: FHN), with approximately $90 billion in assets, 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, mortgage, and title insurance 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.

Summary

The Level 1 Help Desk Technician is responsible for providing technical support for First Horizon Bank (FH) employees who rely on technology to be the best at serving our customers.

Technicians will perform the essential tasks listed below:

• Provide support for technology issues, including personal computers, printers and multi-function 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 that are specific to the financial industry.
• Provide support identified above through various channels, including Remote Desktop Management systems, Active Directory, Microsoft SCCM, CA ITCM, etc.
• Provide accurate and complete description of the issue, inquiry or request in a call record or incident management tracking application.
• Follow step-by-step problem solving instructions prescribed in application run books, as well as perform necessary research for undocumented solutions as required.
• Determine when field support is necessary and dispatch appropriate vendors.
• Contribute to internal knowledge base, according to normal support triage, research and documentation.
• Level 1 technicians escalate issues as necessary to Level 2 technicians.

Job Requirements (Knowledge, Skills and Abilities):

• Good foundation of technical knowledge and experience in troubleshooting a wide variety of PC hardware and software issues, is required.
• Other areas of knowledge such as networking, database, server/client relationships is a plus.
• Requires excellent customer service skills, analytical skills, sound judgment, and the ability to work effectively with end users, and other IT team members and vendor partners
• Experience working in an inbound help desk environment to include knowledge of responsibilities, processes and procedures.
• Excellent verbal and written communications skills
• Excellent interpersonal and professional interaction skills
• Self-motivated and directed, capable of independent decision making and prioritization of tasks
• Knowledge of CA Service Desk Manager a plus
• Minimum of 1 year in a similar job function required
• Degree in IT related field or technical certifications 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 helpdesk staff
• Saturday work shift required for all staff on rotation basis

Hours:

The TAC Level 1 technician positions are full time positions working an 8 hour shift, 40 hours/week, Monday thru Friday, and Saturday rotation averaging once per month. Occasional overtime as required.

About Us
First Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. 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.

Benefit Highlights

• Medical with wellness incentives, dental, and vision 
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits

Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.

Follow Us
Facebook -- facebook.com/FirstHorizonBank
Twitter -- twitter.com/FirstHorizonBnk
LinkedIn -- linkedin.com/company/first-horizon-bank
Instagram -- instagram.com/first_horizon
YouTube -- youtube.com/channel/UCEVs5OMj-b0H9Dr5Q209_-Q