Service Desk Technician II

SouthState Bank-posted 3 months ago
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The IT Service Desk Tech II is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents when necessary to maintain SLA expectations. The position will be based at our Birmingham, AL office.

  • Perform onsite visits or remote troubleshooting at the desktop level, including installing and upgrading software, installing hardware (computers, docking stations, printers, etc.), and configuring systems and applications.
  • Demonstrate creative problem-solving and critical thinking while utilizing advanced knowledge of PC, mobile device, hardware, software configurations, operating systems, and Incident Management.
  • Perform data mining and analysis to identify trends and opportunities for continuous improvement.
  • Field incoming requests to the Service Desk via telephone, e-mail, and chat to ensure courteous, timely, and effective resolution of end user issues.
  • Coordinate and execute small projects, such as PC Refresh, Printer replacements, and application deployments.
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Identify process and service improvement ideas with a continuous learning and improvement mindset.
  • Test fixes to ensure problems have been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets, Knowledge Base, and FAQ lists for end users.
  • Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Bachelor's degree in IT or related field, or equivalent experience.
  • 4-6 years of technical support experience.
  • Experience with applying OS images and installation of software.
  • Expert knowledge of computer hardware, software, and networking concepts.
  • Exceptional communication skills and ability to work well in a team.
  • Expert knowledge of Microsoft Office applications.
  • Expert troubleshooting skills to diagnose and resolve simple technical issues.
  • Expert knowledge of mobile devices and applications.
  • Ability to follow documented procedures and instructions.
  • Excellent interpersonal skills.
  • Advanced computer skills.
  • Ability to read, write, speak, and understand English.
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