Service Desk Technician I
About The Position
Join Mariner Finance! Since 1927, the Mariner Finance family of companies has provided customers with creative, flexible, and convenient lending options. Headquartered in Baltimore, Mariner Finance operates coast-to-coast with physical locations in over half the states. With a growing number of employees, superior customer service remains the cornerstone of our business, and we pride ourselves in delivering a variety of loans with an enhanced focus on exceptional service. We work with customers to find options that are beneficial to their specific needs, which is why we are recognized by our customers as one of the community’s consumer finance companies of choice.
Requirements
- Associate’s degree in Information Technology or related field; Information Technology certifications can be substituted for Associate’s degree.
- Two (2) years of experience in a Help Desk or IT support role.
- Strong time management and communication skills to support growing business function.
- Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences.
- Strong customer service orientation with the ability to handle technical issues professionally and empathetically.
Nice To Haves
- Bachelor’s degree in Information Technology or related field.
- Experience with scripting such as batch files and PowerShell.
- Experience with Windows 10 and server 2012.
- Bilingual fluency in Spanish/English (speak, read, write).
Responsibilities
- Provide internal clients with first-level IT support company-wide via telephone or email.
- Create tickets and document all activities in helpdesk ticketing systems.
- Troubleshoot and resolve hardware, software, applications, network, user access, or related issues.
- Escalate complex problems or unresolved issues to next level of support.
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
- Utilize and become proficient with Navigant’s standard support tools (i.e. GPS, CIM).
- Address client questions using available information resources.
- Configure and install hardware, software and applications.
- Comply with Corporate IT Service Management and Service Desk policies, procedures, and directives.
- Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/requests.
- Recommend process changes as needed to improve service levels.
- Stay current with information technology systems and industry levels.
- Provide evening and weekend support (off-hours support) as assigned on a rotating basis.
- Create/maintain support documentation and procedures.
- Communicate company IT policies and standards.
- May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.
Benefits
- Generous benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
