Role Description As an Associate Technical Support Analyst, you will have general knowledge of networking environments for the support of computer systems and end user incident/problem resolution. You will resolve moderately complex issues regarding operations, up to and including installations, set up, error messages, status of system(s) and downtime procedures. Your ability to effectively prioritize and execute tasks in a high pressure environment will enable you to successfully complete the following tasks: - Provide technical support Monday - Friday from 10:30 AM - 7:30 PM plus every 5th Saturday from 8:00 AM - 2:00 PM. - Answer incoming technical support calls regarding both hardware and software, including but not limited to desktop operating systems, office suites, e-mail systems, and other daily used company-wide technology devices and software. - Properly route high priority calls to the proper department that supports the specific group for troubleshooting and resolution, including but not limited to Network Services, Server Support, Application Support, and Production Support. - Provide coordination for more complex support calls, ensuring that the customer is always informed of the latest information regarding the call. - Keep other analysts as well as the TSC supervisor abreast of any updated information. - Re-set user passwords for all systems within the organization as necessary. - Install, configure and administer computer hardware and software. - Work with manager to analyze system requirements and existing business processes. - Respond for diagnosis of interrupted processes and inefficient processes. - Be assigned to and work on special projects in branch and department locations including branch closures, new branches, remodels, relocations, mass equipment refreshes and similar. - Analyze and take corrective action for computer hardware and software to resolve technical and schedule issues. - Provide support during non-standard business hours, which include early mornings, evenings, weekends and holidays in required circumstances and may require branch visit trips. Qualifications - High School diploma or general education degree (GED). - A minimum of two years' experience and/or training or equivalent combination of education and experience. - A minimum of one year experience as a support specialist, systems administrator or computer technician. - Basic knowledge of Windows Operating systems and desktop software. - General knowledge of networking environments. - Proven ability to work in a team-oriented, collaborative environment. - Takes direction and completes work in an accurate and timely manner. - Ability to effectively prioritize and execute tasks in a high pressure environment. - Strong customer service and organizational skills. Compensation Disclosure The range for this role takes into account many factors that First Bank considers when making hiring decisions, including but not limited to prior experience, skill set, training, and other internal business and organizational factors. First Bank generally does not hire at or near the top of the stated range. The range is driven by the geographic location of the anticipated hiring location; however, the specific range may vary depending on the geographic location for remote positions. Compensation decisions depend on the specific facts and circumstances of each hiring instance. A reasonable estimate of the current pay range is $21.33 - $27.00.

Role Description - Inbound Telephone Support - Perform telephone support as scheduled. - Ensure that customer questions are answered completely in a professional, caring, and responsive manner. - Complete commitments to perform research and follow-up. - Resolve open issues and log each contact, including information and resolution achieved, in the appropriate ticketing system. - E-mail & Chat Support - Perform as scheduled. - Answer and complete all assigned messages or contacts. - Ensure that all customer questions and issues are addressed in the reply. - Properly enter customer information and resolution in the appropriate ticketing system. - Skill Improvement - Continually strive to improve cognitive and customer service skills necessary to perform the job. - Achieve proficiency with supported products. - Demonstrate problem-solving ability and excellent verbal and written communication skills. - Read, review, and understand support resources provided by the contact center and its clients. - Attend all training classes and complete any assigned exercises. - Assist and educate customers with inquiries related to: - Software and hardware - Account management - Installation - Best practices - Focus on quality and customer satisfaction. - Clear and thorough documentation of customer interactions required. - Support inquiries include questions related to: - Hardware - Software - Wireless communications - OTAP (Over-the-Air-Programming) - Account management (billing) - Upgrades - Online orders - Industry events - Willing to fiercely advocate on behalf of and represent the Voice of the Customer. - Research and prepare detailed escalations to second level support. - Review, manage, and follow up on open issues as needed. - Project work that includes long and short-term initiatives. Qualifications - High school or equivalent. Requirements - Excellent interpersonal skills to establish and maintain effective relationships with customers, employees, superiors, and business contacts in a professional and courteous manner. - Excellent written and oral communication skills, including strong listening skills. - Intermediate to advanced computer skills with emphasis on Internet knowledge. - 1-2 years experience troubleshooting hardware and/or software, either remotely or onsite. - Experience working in a customer Support Center. - Experience working with Mobile Communications. - Experience working with Transportation. - Accounting or accounts receivable experience is a huge plus. - Must exhibit dependability, adaptability, and flexibility. - Ability to diagnose and troubleshoot issues. - Basic math skills. - Creative thinking and reasoning ability. Benefits - Opportunities for professional growth, development, and advancement within the organization. - 100% remote working employment model. - Shift differential pay applied to evening and weekend shifts. - Comprehensive training on hardware and software applications for qualified applicants. - Knowledge and experience relating to basic computer applications. - Competitive compensation and full benefits package for full-time employees. - Health, Dental, Vision, and Life Insurance Plans, 401K, and PTO.

• Provide day-to-day IT support for approximately 90 employees, handling 30–80 monthly support requests across a range of L1 technical issues • Serve as the primary helpdesk contact, delivering timely and effective support via phone, email, and messaging platforms • Administer and maintain Microsoft 365 environments, including Exchange, Teams, SharePoint, and Intune • Manage employee onboarding and offboarding processes, including account creation, license assignment, access provisioning, and equipment setup • Perform routine IT tasks such as password resets, email alias creation, user permissions, and basic system troubleshooting • Support device management, including configuration and maintenance of laptops and mobile devices • Assist with IT documentation, knowledge base development, and process improvements to enhance efficiency and user experience • Collaborate with internal teams and external IT vendors or managed service providers as needed • Maintain a high level of customer service, ensuring a positive and supportive experience for all employees • Identify opportunities to streamline IT workflows, improve systems, and enhance overall support operations

• Investigate and resolve escalated production issues impacting providers and patients. • Troubleshoot software systems backed by databases, using SQL queries to validate data, system behavior, and root causes. • Diagnose issues at the system level - including configuration, integrations, and workflow behaviour - not just restarting services, but understanding why something is failing. • Identify and replicate bugs, and escalate internally with clear documentation. • Support PACS, DICOM, and healthcare application workflows in a live production environment, and maintain SLAs for high-impact cases. • Document repeatable troubleshooting processes, system behaviours, and workarounds; contribute to process and tooling improvements. • Contribute to technical implementation projects, supporting PACS/RIS/EMR integrations and DICOM/HL7 configuration as needed. • Work cross-functionally with Engineering, Product, Account Management, and Technical Services to resolve complex issues.