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Systems Support Analyst

Oklahoma City, OK
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Careers - First Fidelity Bank N.A.

Systems Support Analyst

Location: 39th Expressway
Department: Information Technology
Specific Hours: M-F 8:00am-5:00pm
Avg. Hours (Per week): 40
# of openings: 1
Type: Full-Time
FLSA Status: Non-Exempt


At First Fidelity Bank, we are looking for talented, enthusiastic team members with a passion for service excellence. Our employees are critical to our overall success. We invest in our employees by providing excellent training and development, as well as advancement opportunities. We offer our employees a family environment, great benefits, competitive pay and paid time off for work/life balance. We are dedicated to giving back to the communities we serve, and we encourage our employees to participate in charitable giving and volunteer opportunities. One of our Core Values is to provide a caring place to work where people truly enjoy coming to work each day. Colleagues of First Fidelity Bank take pride in working here, make lasting friendships and have fun!


The IT Systems Support Analyst will handle colleague technical contacts on a day-to-day basis, provide remote and desktop support of software and hardware, and occasionally resolve more complex issues requiring detailed systems and applications knowledge. Create and support automation scripts and applications to aid in system support, utilizing administrative tools and automation of common tasks. Possess a highly critical and analytic thought process coupled with a very strong technical proficiency. Proactively learn, train, and mentor other team members on new products and service technologies, including creating training material and documentation. Ensure performance to the defined Service Level Agreement, and interact with colleagues to provide technical solutions including repair or request fulfillment. Collaborate with business Colleague and other technical Colleagues to provide an acceptable technical fix or solution while looking to continuously improve the process or technology. This position requires excellent customer service and organizational skills to support administrative personnel, department managers, and staff.  Promote a positive work environment by maintaining respectful interactions with bank employees. The position requires the ability to function successfully in both team and independent work environments.


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

  • 70%| Handle day-to-day colleague contacts: Handle colleague contacts (incidents and requests) on a day-to-day basis, providing remote and desktop support, occasionally resolving more complex issues requiring detailed systems and application knowledge. Use system analysis techniques and procedures with clear communication to colleague while accurately logging relevant details and activity in the ticketing system. Work collaboratively with service owners to facilitate effective Root Cause Analysis using Problem Management. Seek to find more effective and efficient ways to resolve repeatable, common tickets. Make decisions independently when needed to resolve or fulfill common issue or request.

  • 15%| Learn and Document: Proactively learn, document, and publish knowledge to the team and division relating to technical support and request fulfillment. Work collaboratively across the division to ensure new IT Services have required supporting documentation. Participate in technical projects when appropriate to ensure support after deployment and knowledge transfer to the team.

  • 15%| Automation: Proactively develop, distribute, and support scripts and applications to aid in colleague support or the automation of common tasks, proactively seeking new tasks or support functions to automate.



  • At least 3 years’ experience in a technical capacity supporting Microsoft based end user computing devices and environments.

  • General knowledge of the Windows 2003/2008/2012 Server platforms with an emphasis on Active Directory.

  • Experience with Windows 7/8 and 10 operating systems to include 32 and 64 bit.

  • General knowledge of networking.

  • General knowledge of virtual technologies like VMWare, Citrix, etc.

  • Recent experience with writing and running scripts using PowerShell or other scripting tools.


  • High school degree required.
  • Bachelor’s Degree preferred.
  • Comp TIA or Microsoft Windows Certifications preferred


  • Ability to apply ITIL, Lean, Agile, SCRUM, Project Management, and other process based methodologies to achieve desired business outcomes.

  • Understanding of Software Development principles and the application of those principles to Infrastructure.

  • An understanding of various types of hardware to include Dell, HP, Apple, and Microsoft.
  • Maintains quality customer service skills.
  • Must have excellent organizational skills, excellent communication skills, and can demonstrate problem-solving skills.
  • Strong work ethic with the ability to manage a large workload within tight deadlines, as well as respond promptly and effectively in emergency situations.

  • Ability to work well within a team as well as independently with minimal oversight and direction.

  • Committed to providing high quality customer service in keeping with the Bank’s Core Values. Able to effectively communicate with and establish a strong rapport with all colleagues, members of leadership, as well as outside vendors.

  • Able to clearly communicate technical information to nontechnical internal clients.

  • Must be detail-oriented and possess excellent organizational skills.

  • Must be considered an “out of the box” thinker and excellent problem-solver. Able to handle complex problems and find solutions.

  • Displays a willingness to learn and demonstrates initiative to maintain knowledge of emerging technologies.



  • Computer / IT

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Systems Support Analyst

First Fidelity Bank
Oklahoma City, OK

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Systems Support Analyst

First Fidelity Bank
Oklahoma City, Ok

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