Service Desk Technician

Community Choice Financial Family of Brands•Dublin, OH

10d•Onsite

About The Position

The Service Desk Technician provides first-level support for PCs, other equipment, software and applications, and network connectivity. The role focuses on delivering a high level of customer service and resolving issues on the first call. It is an onsite, full-time position in Dublin, Ohio, with one of two schedules: Monday through Friday, 10 a.m.–7 p.m. EST, or Tuesday through Saturday, 11 a.m.–8 p.m. EST. The technician documents customer contacts, issues, and requests in the company issue-tracking system; ensures appropriate follow-up, escalation, and resolution; and serves as a central point of contact between customers and IT. The role also follows team workflows and service-level expectations, uses the IT knowledgebase to troubleshoot and research issues, and shares knowledge with customers and colleagues. The technician may participate in release and regression testing of proprietary applications. The position requires in-person attendance. Physical demands frequently include remaining stationary, moving around inside and occasionally outside the office, and operating mechanical controls such as a keyboard.

Requirements

Associate’s degree or equivalent experience.
At least one year of related work experience in a customer service environment.
Good understanding of common desktop operating systems, software, and hardware, including Windows 10/11, Outlook, Edge or Chrome, Office 365, Dell PCs and laptops, and network printers.
Good understanding of Active Directory and experience performing basic functions such as permissions and password changes.
Experience performing basic network troubleshooting in an enterprise environment.
Team-oriented approach and good customer service and communication skills.
Ability to adjust to changing priorities, circumstances, and direction.

Nice To Haves

Microsoft Certified Professional, Network+, and/or A+ certification.
Experience with Citrix and Citrix Management Console.
Basic understanding of Exchange.

Responsibilities

Use the company issue-tracking system to document customer contacts, issues, and requests.
Ensure proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues.
Act as the central point of contact between the customer and IT.
Follow workflow and service-level expectations between teams to resolve issues in a timely manner.
Use the IT knowledgebase to troubleshoot and research customer issues, and share knowledge with customers and colleagues.
May participate in release and regression testing of proprietary applications.
Provide first-level support for PCs, other equipment, software and applications, and network connectivity, with a focus on customer service and first-call resolution.

Benefits

Paid on-the-job training and a comprehensive new-hire program.
Access to a learning management system with e-learning modules for professional and personal development.
Performance-based career advancement.
Educational reimbursement program.
Medical insurance coverage choices, including telemedicine and medical spending account options (HSA, FSA, and Dependent Care FSA).
Traditional and Roth 401(k) retirement plans with a company match.
Company-sponsored life and AD&D insurance.
Voluntary benefits including dental, vision, short- and long-term disability, supplemental life and AD&D, accident, critical illness, hospital indemnity, identity theft protection, legal services, and pet insurance.
Employee Assistance Program access to mental health resources, life coaching, and other resources for employees and family members.
Access to discounts from nationwide and local retailers through a discount marketplace.
Paid time off starting at 12 days in the first year, increasing with tenure.
Business-casual dress code that includes jeans and sneakers.