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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Help Desk Tech - **Company:** First Horizon Bank - **Location:** Memphis, TN, United States - **Contract:** Permanent contract - **Skills:** Active Directory, Databases, System Center Configuration Manager, Remote Desktop Services, CompTIA Strata - PC Hardware Technology Engineer, Wireless Devices, Servicenow - **Published:** August 6, 2026 - **Apply:** https://dejobs.org/x/x/118FAD387DD64501849C0799869E654D/job/ ## About the Role * 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 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 ServiceNow a plus * Minimum of 1 year in a similar job function required * Degree in IT related field or technical certifications a plus ## Description The Level 1 Help Desk Technician is responsible for providing technical support for First Horizon Bank 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-functional 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 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., * Work in 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 ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Branch your database like your code: How schema changes and pull requests go hand in hand](https://www.wearedevelopers.com/videos/350-branch-your-database-like-your-code-how-schema-changes-and-pull-requests-go-hand-in-hand) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Should Tech Managers Be Developers First? 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