Service Desk Technician II

Mariner Finance • Plano, TX

4d • Onsite

About The Position

The Service Desk Technician II provides second-level functions and escalation support for the IT Service Desk, including computer, workstation, hardware, and software installation, configuration, troubleshooting, and repair at headquarters and remote branch offices. The role manages specific Service Desk functions and projects, works toward ongoing goals and service level agreements (SLAs), and collaborates with IT teams, business units, technology vendors, and partners.

The position provides company-wide deskside support by telephone, email, or ticketing system; oversees ticket queues and escalations; mentors team members; and administers equipment provisioning, asset controls, service metrics, and Standard Operating Procedures. The role also supports process improvements, documentation, IT policies, and standards. Evening and weekend support may be assigned.

Candidates within a 60-mile radius of the Baltimore or Plano offices are required to work onsite Monday through Thursday. The employee must be physically present in the office. The stated work schedule is Monday 10:00–6:30, Tuesday 11:00–7:30, Wednesday 10:00–6:30, Thursday 10:30–7:00, and Friday 12:30–9:00.

Requirements

• Associate’s degree in Information Technology or a related field; Information Technology certifications may substitute for the degree.
• At least four years of experience in a Help Desk or IT support role.
• ITIL experience.
• Knowledge of Service Desk systems, content, and lifecycle processes.
• Proficiency troubleshooting hardware, software, operating systems, and end-user applications, including device configuration and peripheral support.
• Experience with IT Service Management (ITSM) tools.
• Experience administering Microsoft Active Directory, Exchange, Server 2012, Office, and Windows 10.
• Basic knowledge of VoIP technology, mobile device administration, and audio and video conferencing.
• Strong time management and organizational skills.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.
• Strong customer service orientation and the ability to handle technical issues professionally and empathetically.

Nice To Haves

• Bachelor’s degree in Information Technology or a related field.
• Experience with scripting, such as batch files and PowerShell.

Responsibilities

• Meet goals for SLAs, client satisfaction surveys, and completed incidents and requests.
• Oversee end-user ticket queue monitoring, routing and distribution of open problems, ticket closure, and follow-up assignments to maintain customer satisfaction in accordance with IT SLAs.
• Oversee ticket escalations to other support teams in accordance with SLA guidelines and escalate to direct or senior management when necessary.
• Provide guidance, mentorship, and support to Service Desk team members.
• Train and oversee interns and contractors assigned to special projects, including ticket assignment and resolution when necessary.
• Provide company-wide deskside support by telephone, email, or ticketing system.
• Configure, install, and troubleshoot hardware, software, applications, and peripherals.
• Provision and ship branch equipment for new branch openings, relocations, consolidations, and remodels.
• Maintain PC and imaging standards, software packaging, and automation where applicable.
• Oversee IT asset inventory controls, tracking and stocking equipment, cost avoidance, and cost reductions.
• Maintain organized and clean equipment storage; allocate and fulfill equipment requests; oversee equipment disposals, receivables, and deliveries to remote locations.
• Maintain and report Service Desk metrics and automate or script manual Service Desk tasks.
• Comply with corporate IT Service Management and Service Desk policies, procedures, and directives.
• Recommend and implement changes to improve service levels and Service Desk processes.
• Stay current with Information Technology systems and industry levels.
• Provide evening and weekend support as assigned.
• Administer Service Desk Standard Operating Procedures documentation.
• Communicate company IT policies and standards.
• Perform additional functions as needed to provide consistent quality customer service.

Benefits

• Full-time employees receive a benefits package in addition to monetary compensation; details are available on the company benefits webpage.

What This Job Offers

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