Service Desk Technician II/Hybrid

Description

Summary

• Ensures proper computer operation so that end users can accomplish business tasks. Resolves escalated end-user service desk requests within established SLAs. Resolves problems which may involve the use of diagnostic and service desk request tracking tools. Provides in-person, hands-on help at the desktop level.

Key Responsibilities

• Assists in providing support to Level I technicians when request volumes are high.
• Acts as an escalation point for advanced or difficult help requests.
• Builds rapport with service desk customers.
• Escalates incidents with accurate documentation to suitable technicians or vendors when required.
• Records, tracks, and documents the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Uses remote tools and diagnostic utilities to aid in troubleshooting.
• Researches solutions through internal and external knowledgebase or documentation as needed.
• Performs hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Delivers, installs, tests, maintains, supports, and fixes personal computers, application software, hardware, and peripherals
  running on local and wide area networks, such as printers, modems, and scanners.
• Tests fixes to ensure incidents and problems have been adequately resolved.
• Performs post-resolution follow-ups with Level I Technicians as required.
• Develops help sheets and FAQ lists for end users.
• Contributes to technician knowledgebase, documentation, and training as needed.
• Reinforces SLAs to manage end-user expectations.
• Provides suggestions for continual improvement.
• Supports the organization after hours as required.
• Is responsible for adhering to operational controls, including compliance with all required regulations and policies, such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC), to ensure the safety and soundness of the Franklin Mint Federal Credit Union and its members.

Qualifications

Education/Experience

• High School Diploma and 3-5 years of experience in Information Technology or equivalent experience.
• Associate’s Degree in Information Technology is highly preferred.
• Proficiency in Microsoft Windows, Office 365, Virtualization/VMWare, Active Directory, DHCP, and DNS
• CompTIA A certification, CompTIA Network , CompTIA Server are a plus

Other Qualifications

Strong demonstrated abilities required:

• Customer/Member Service
• Interpersonal/Team Player
• Motivated/Works Independently
• Analytical/Problem Solving
• Organizational Skills
• Detail Oriented
• Verbal/Written Skills
• Microsoft Office
• Prioritize/Multi-task

Also required:

• Ability to work a flexible schedule; early mornings, evenings, and weekends; on-call, shift coverage, and overtime, as needed
• Ability to travel occasionally
• Must maintain confidentiality
• Ability to meet with or service internal/external customers as needed at various locations in the company’s geographic area.
• Must have a valid driver’s license

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit (for long periods of time). This position requires standing, walking, bending, balancing, crawling, reaching, kneeling, stooping, crouching, pushing, pulling, fingering, grasping, feeling, typing, repetitive motion, and the ability to travel. The employee may occasionally lift and/or move items up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Other Duties

• This job description is not intended to be an all-inclusive list of responsibilities required for this job. Responsibilities may be assigned or changed at any time.

Equal Employment Opportunity

• FMFCU/SFN is an equal opportunity employer and prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), age (40 and over), national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed service member status or any other status protected by federal, state or local law.