Service Desk Technician - Firenze - First Reliance

Descrizione

Job Title: Service Desk Technician Level 1

Position Summary:

The Service Desk Technician Level 1 is a customer-service focused technical position within the Information Technology department.

The principal responsibilities of this position are issue resolution and solution delivery.

A balance of technical knowledge and customer-service focus are critical to delivering the appropriate associate experience, and a commitment to follow-through is incremental to the success of the Service Desk Technician.

The Service Desk Technician will be expected to travel to remote locations as necessary to deliver required solutions in addition to providing remote support via telephone and remote technologies.

Primary Responsibilities:

• Associate Support and Issue Resolution (45%):
• Diagnose issues relating to technology hardware and software for Associates.
• Utilize issue tracking system to document and track Associate requests, in accordance with Service Desk process.
• Provide remote associate support for technology issues, including but not limited to login failures, password resets, and desktop software issues.
• Escalate issues, both internally and externally, as necessary and track through resolution, in accordance with Service Desk process and SLAs.
• Provide On-Call support during extended banking hours and on weekends.
• Delivery and On-Premises Support of Distributed Solutions (45%):
• Configure, deploy, and install on-location distributed hardware, either new or replacement.
• Provide on-site associate support for technology issues requiring delivery of hardware or software solutions that may not be executed via remote solutions.
• Troubleshoot distributed hardware to determine when best to repair, upgrade, or replace distributed hardware, including Associate desktop and centralized branch solutions.
• Provide Associate overview of deployed solutions, including documentation and training of system access.
• Technology Asset Oversight (10%):
• Maintain inventory of distributed hardware, including but not limited to Desktops, Laptops, VOIP Phones, Mobile Phones, Printers, and Scanners.
• Maintain inventory of break/fix spares retained within IT department, in adherence with Inventory policies.
• Maintain original copies of all software in use throughout the enterprise.
• Maintain inventory of all software licenses, both in-use and in reserve.
• Demonstrate proper application of compliance regulation.
• Adhere to all internal and regulatory guidelines.

System Responsibilities:

• Distributed hardware, including but not limited to Desktops, Laptops, WinTerms, VOIP Phones, Mobile Phones, Mice, LEDs, LCDs, and Keyboards.
• Microsoft Active Directory.
• IT Fixed Asset Inventory.

Living FRB Values:

Commitment to Excellence:

• Regularly reviews the data associated with areas of responsibility to identify trends and patterns for improvement.
• Stays informed of business trends to be well informed when providing counsel to customers.

Teamwork:

• Work with others in a candid and open manner.
• Work collaboratively to identify solutions in the best interest of FRB.
• Treat each other with respect.

Continuous Improvement:

• Develop an annual learning plan to improve job skills and knowledge.
• Share ideas openly with colleagues to find ways to improve the way we do our work.

Customer First:

• Provide customers with an enjoyable and positive experience.
• Keep promises and commitments and adhere to established customer service standards.
• Achieve results.
• Establish annual goals and take personal responsibility to achieve results.

Acts with Integrity:

• Respect the privacy rights of customers and associates.
• Tell the truth in all communications and do not mislead by commission or omission.

Position Specific Competencies:

Adapts to Change:

• Open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.

Creativity/Innovation:

• Generates new ideas, challenges the status quo, takes risks, supports change, encourages innovation, solves problems creatively.

Managing Technology:

• Has an awareness of, researches and adopts effective technologies that improve the bottom line, works well with tech resources.

Minimum Education, Skill, or Knowledge Requirements:

• Minimum High School diploma or equivalent experience.
• Proven communication skills.
• Proven understanding of distributed technology infrastructure.
• Proven understanding of Service desk ticketing systems and processes.
• Knowledge of networks and networking hardware, connectivity, and protocols.
• Ability and desire to interact and contribute in a team environment.