Service Desk Specialist 1

F.N.B. Corporation • Hermitage, PA

5d • Onsite

About The Position

The Service Desk Specialist 1 ensures client technical assets and applications remain operational by identifying, investigating, and resolving technical incidents and by fulfilling service requests within agreed SLAs. Incumbent provides first-level support for calls received at the Service Desk or submitted through the self-service portal, escalating to other technical teams or leadership as appropriate to ensure timely resolution.

Requirements

• Excellent customer service skills
• Ability to use general office equipment
• Ability to work and multi-task in a fast paced environment
• Excellent organizational, analytical and interpersonal skills
• Detail-oriented

Nice To Haves

• Advanced knowledge of PCs, Microsoft operating systems, smartphones, virtual desktops and applications
• Knowledge of Microsoft Office 365 suite, software deployment, basic networking and remote access technologies

Responsibilities

• Assists end users in resolving hardware, software, and application issues by fielding telephone calls and working assigned cases to completion.
• Diagnoses problems, executes documented solutions, performs troubleshooting activities, documents actions, and tracks and monitors incidents and service requests to facilitate timely resolution.
• Uses advanced knowledge of PCs, Microsoft operating systems, smartphones, virtual desktops and applications to provide excellent end user support.
• Demonstrates knowledge of Microsoft Office 365 suite, software deployment, basic networking and remote access technologies.
• Follows documented guidelines for escalating incidents and service requests to other support teams or leadership.
• May interact with external teams or vendors in relation to a specific incident or service request.
• Works with IT SMEs to achieve stated SLAs.
• Functions as a relationship manager by "owning" incidents from creation to closure.
• Exhibits professionalism, tact, understanding of incident priority, and knowledge of escalation procedures.
• Liaises with SLA Coordinator to document and peer-review solutions for inclusion in Knowledge Base.
• Supports "shift-left" by evangelizing use of self-service portal and Knowledge Base.
• Performs other related duties and projects as assigned.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.
• Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Benefits

• A culture of teamwork.
• A history of success.
• The FNB team is a group of highly qualified professionals who work together to provide comprehensive financial solutions across our corporate footprint, which includes Pennsylvania, Ohio, Maryland, West Virginia, Virginia, North Carolina, and South Carolina.
• Our consistent recognition as a best place to work and top workplace by our own employees symbolizes the outstanding culture we represent.
• Sign up for Job Alerts: A simple and easy way to stay up to date on career opportunities available.
• Interested in a career with FNB Corporation but not finding something that currently aligns with your interests, background, or experience? You now have the ability to sign up for job alerts through your candidate profile.
• To enroll you will need to create or sign into your candidate profile and select "job alerts".
• By enrolling in job alerts, you will receive email notifications as opportunities come available that match your selected interests.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree