IT Support Specialist Senior

2 weeks ago


Alcoa, Tennessee, United States First Horizon Foundation Full time
Job Title: IT Support Specialist Senior

First Horizon Foundation is seeking a highly skilled IT Support Specialist Senior to join our Technology Operations Center team.

Job Summary:

The IT Support Specialist Senior will serve as a team member supporting the Technology Operations Center (TOC), an internal IT department chartered to monitor, troubleshoot, and maintain technology systems across the First Horizon Bank enterprise.

Key Responsibilities:
  • Monitor, analyze, and respond to system issues following established procedures in support of mainframe, distributed, and network systems.
  • Provide accurate and complete description of the issue, inquiry, or service request in a call record or incident management ticket.
  • Routine follow-up on outstanding incident management tickets.
  • Ensure all assigned incidents are managed according to Service Level Agreements (SLAs).
  • Directs the response / resolution of system alarms and abends.
  • Follows prescribed incident management processes.
  • Participates in the design, development, and documentation of the knowledge base.
  • Collaborates with the Technical Assistance Center to facilitate proper incident management.
  • Assists with documentation on Data Center standards and procedures.
  • Assists in the coordination/support for Data Center upgrades and maintenance.
Requirements:
  • 1-3 years related IT experience
  • 1-2 years proven IT network, mainframe, or distributed systems technical experience
  • Excellent oral and written communication skills, as well as, attention to detail
  • Ability to manage high stress situations and be a highly motivated self-starter
  • Experience creating and implementing processes and procedures
  • Comfortable functioning in a hands-on environment
  • Technical ability /broad range of knowledge with some of the follow: Network monitoring and reporting software Mainframe and distributed systems hardware Familiarity with operating systems including Unix, Windows, & z/OS Batch scheduling and associated systems, as well as, Incident and ABEND resolution
Preferred Qualifications:
  • Mainframe and Distributed scheduling systems Enterprise Monitoring systems OneNote
Work Schedule:

07:00AM-3:30PM rotating schedule /will include two weekends a month and of Federal holidays Overtime, weekend, and holiday hour availability required

First Horizon Foundation is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities



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