Service Desk Technician II

Mariner Finance • Plano, TX

1d • $25 - $31 • Onsite

About The Position

The Service Desk Technician II provides second-level functions and escalation support for the IT Service Desk, including installation, configuration, troubleshooting, and repair of computers, workstations, hardware, and software at headquarters and remote branch offices. The role manages designated Service Desk functions and projects to help meet ongoing goals and service level agreements, and works with IT teams, business units, technology vendors, and partners.

The position supports end users and Service Desk team members, oversees ticket queues and escalations, helps maintain customer satisfaction, and manages IT equipment and asset processes. It also contributes to service improvements, metrics reporting, automation, standards, and documentation. Evening and weekend support may be assigned.

Candidates within 60 miles of the Baltimore or Plano offices are required to work onsite Monday through Thursday. The employee must be physically present in the office. The posted weekday work hours vary: 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, or IT certifications in place of the associate’s 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, end-user applications, device configurations, and peripherals.
• Experience with IT Service Management 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.
• Ability to meet the physical demands of the role, including occasionally lifting or moving up to 20 pounds and being physically present in the office.

Nice To Haves

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

Responsibilities

• Achieve goals supporting service level agreements, client satisfaction surveys, and completed incidents and requests.
• Oversee end-user ticket queues, monitor submissions, route and distribute open problems, and manage ticket closure and follow-up assignments.
• Oversee the ticket escalation process to other support teams in accordance with SLA guidelines, escalating to direct or senior management when necessary.
• Provide guidance, mentorship, and support to Service Desk team members.
• Train and oversee assigned interns and contractors on special projects, including ticket assignment and resolution when necessary.
• Provide company-wide deskside IT 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.
• Manage PC standards, imaging standards, software packaging, and automation where applicable.
• Manage IT asset assignment and protocols, including inventory tracking and stocking, cost avoidance and reductions, equipment storage, equipment requests, 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 customer service.

Benefits

• A benefits package is provided to all full-time employees in addition to monetary compensation; details are available on the company benefits website.

What This Job Offers

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