Description
The Support Line Technician team member is responsible for the first tier investigation and documentation of technical issues reported by internal MidFirst users. This includes end user PC related issues, in-house applications, and 3rd party applications used by the MidFirst team.
- Provides 1st Tier technical support to MidFirst end users.
- Processes and creates incident/service request tickets into the MidFirst ticketing systems. conducting first level troubleshooting with emphasis on the following
- Problem/Request determination
- Priority assignment
- Resolution
- Identifies second Tier problems and assigns appropriate personnel groups according to Service Level Agreements (SLAs) and Support Desk Procedures (SDPs) for further problem determination and resolutions.
- Demonstrates exceptional support service in all contacts with end users.
- Assists Support Desk Manager with administrative functions such as policies, procedure documentation and incorporate reporting for the Support Desk.
- Assists Support Desk Manager with Projects as needed.
- Must be willing to flex shift by 1 hour when covering PTO.
Necessary Knowledge, Skills and Abilities:
Education
- Associates degree in computer science, information technology, or related technical field or
- Minimum of one (1) year of helpdesk and IT support work experience or
- Any equivalent combination of education and experience.
- Active Directory experience
Preferred Experience
Two to three years of experience in IT Customer Support or Help Desk and one to two years of experience performing advanced troubleshooting on PC related issues.
Two to three years of practical Active Directory experience.
Two to three years of managing/involved in time sensitive projects
Strongly Preferred
Previous Financial Institution experience
Excellent Oral and Written communication skills.
Ability to exercise sound judgment in evaluating situations and in making decisions
Excellent Multitasking skills
Knowledge of Microsoft Office Suites and Windows OS
Working knowledge of process documentation
Working knowledge of PowerShell
Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Associate degree in computer science, information technology, or a related technical field
- At least one year of help desk or IT support experience, or equivalent combination of education and experience
- Active Directory experience
- Two to three years of IT customer support or help desk experience
- One to two years of advanced troubleshooting experience with PC-related issues
- Two to three years of practical Active Directory experience
- Two to three years managing or participating in time-sensitive projects
- Previous financial institution experience
- Excellent oral and written communication skills
- Sound judgment when evaluating situations and making decisions
- Excellent multitasking skills
- Knowledge of Microsoft Office and Windows operating systems
- Working knowledge of process documentation
- Working knowledge of PowerShell
- Willingness to flex shifts by one hour when covering paid time off
MidFirst Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MidFirst Bank and has not been reviewed or approved by MidFirst Bank.
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Healthcare Strength — Health, dental, and vision coverage are available to eligible full‑time and part‑time employees, with company‑paid long‑term disability and an EAP included. Medical plans through Blue Cross Blue Shield and wellness incentives that can lower premiums are highlighted.
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Retirement Support — A company 401(k) match with a clear formula and a defined vesting schedule provides meaningful retirement support. Eligibility and enrollment timing are specified, reinforcing predictable access to the plan.
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Leave & Time Off Breadth — Paid vacation, paid sick leave, and paid holidays are emphasized, with a paid community service day also referenced. Time‑off offerings are portrayed as generous across materials.
MidFirst Bank Insights
What We Do
MidFirst Bank occupies a rare position within the banking industry. With $41.2 billion in assets, MidFirst Bank is the largest privately owned bank in the country. This combination of size and private ownership provides our customers with a special brand of banking. MidFirst Bank offers a full range of personal, commercial, trust, private banking and mortgage banking products and services. MidFirst is a strong commercial real estate lender and a major servicer of mortgage loans nationally. As a private business ourselves, we understand the unique needs of each business community we serve at each of our locations in Arizona (Phoenix), California (Los Angeles, Orange County, Santa Barbara, San Diego), Colorado (Boulder, Denver, Edwards, Fort Collins), Nevada (Las Vegas), Oklahoma (Oklahoma City, Tulsa, Western Oklahoma), Texas (Dallas, Houston, San Antonio) and Utah (Salt Lake City). Additionally, MidFirst Bank has commercial lending offices in Atlanta, Chicago, Nashville, New York City, Orlando, Raleigh and Southern California. We serve Southern California through 1st Century Bank, a division of MidFirst Bank. We also operate MidFirst Business Credit as a subsidiary of MidFirst Bank. MidFirst Bank provides services that compete with larger banks, while the people and culture truly define the MidFirst Bank difference. MidFirst provides exceptional financial and deeply committed customer service. Team members are loyal in their character, loyal in their personal commitment to customers, and loyal to always doing the right thing. MidFirst customers can always count on working with thoughtful, intelligent, honest professionals who are true to their financial goals. MidFirst Bank is a strong supporter of the communities they serve, investing time and money in important educational, charitable and civic organizations. Copyright © 2025 MidFirst Bank. All rights reserved. Member FDIC. Equal Housing Lender.
