Service Desk Technician

Under general supervision, responsible for providing Information Technology Services (IT) support in a corporate service desk environment by resolving software and hardware issues remotely and occasionally on-site. Serves as a liaison between business units, IT, and other departments to resolve a variety of technical issues. Responsible for adhering to established Bank security and/or emergency preparedness procedures.

What you will do:

• Provides first level technical support for end users over the phone and by using technical experience and remote tools. Immediate effort is made to analyze the situation and provide a resolution to a failed IT service as quickly as possible using established procedures, policies, and job aides. If no solution can be achieved, the incident will be properly documented and escalated to the appropriate IT team.

• Responsible for awareness and adherence to departmental procedures and policies for established services provided within the Service Desk.

• Answers, analyzes, and prioritizes incoming calls, voice mails, Service Desk incidents and requests for assistance from end-users experiencing technical issues with hardware, software, networking, mobile devices, and other computer-related technologies.

• Monitors Service Desk incidents and requests assigned to the IT queues and processes them on a “first-in-first-out” basis as well as priority. Creates and updates work tickets using the incident management tool and assigns to the proper support team. Provides detailed documentation on assigned work tickets.

• Responsible for timely resolution of problems as per established Service Level Agreement (SLA) or escalation on behalf of customers to appropriate support teams. Keeps end users informed on status of their open tickets and any service related outages following established process.

• Performs triage and/or break/fix support of application behavior/configuration, network connectivity, VPN, VMWare, laptop, desktop, printer, scanner, mobile devices and other peripherals.

• Performs all other job duties as assigned by team lead and/or manager.

• Resets passwords on assigned applications and systems. Analyzes network shares and troubleshoots related permission issues. Performs user and group account administration in Active Directory where assigned by role.

Who you are:

• Exhibit a “Service First” perspective and attitude.

• Possess a working knowledge of Windows Operating Systems and an understanding of basic/core networking.

• Demonstrate the ability to build a rapport during telephone contact.

• Demonstrate excellent written and verbal communication skills.

• Demonstrate technical savvy and good judgement.

• Demonstrate the ability to learn quickly and recall/apply correct procedures.

• Possess critical thinking and problem solving skills.

• Develop self and professional expertise.

• Apply company policies and procedures to resolve a variety of issues.

• Participate in team goals as assigned.

• Begin efforts to “lead at all levels” within the team.

• 3 years of experience

• High School degree or equivalent degree required.

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Pay Range: $23.00 - $25.00 per hour