What are the responsibilities and job description for the Service Desk Technician position at Concordia Plans?
Service Desk Technician
At Concordia Plans we care for those who serve by providing excellent retirement, healthcare, and benefit services. We have a new opportunity for a Service Desk Technician.
Concordia Plans has a reputation for outstanding culture, most recently winning the 2024 Top Workplaces USA award, with additional special awards for Work-Life Flexibility, Compensation & Benefits and Purpose & Values. This honor goes to the country’s best employers with high performing people-first cultures. Our recent history of employment excellence also includes being awarded the St. Louis Area Business Health Coalition’s 2020 Business Health Culture Award and the Top Workplaces 2021 and 2022 St. Louis Post-Dispatch awards. Established more than 50 years ago providing service in 6,000 communities throughout the United States, we are mission focused professionals united to care for those caring for our community.
At Concordia Plans we are focused and flexible. Embracing the new normal, pioneering ways to continue to support work life balance in our family first culture. We offer competitive compensation with a benefit package, including a pension plan, 403(b), health insurance at no cost to the employee, and much more. With this exciting opportunity you can combine experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod.
General Summary
The Service Desk Technician provides technical expertise to external clients and internal colleagues, ensuring timely and effective resolution of issues. This role involves working directly with end users and managing support tickets to enhance customer satisfaction and team performance.
Essential Job Functions
At Concordia Plans we care for those who serve by providing excellent retirement, healthcare, and benefit services. We have a new opportunity for a Service Desk Technician.
Concordia Plans has a reputation for outstanding culture, most recently winning the 2024 Top Workplaces USA award, with additional special awards for Work-Life Flexibility, Compensation & Benefits and Purpose & Values. This honor goes to the country’s best employers with high performing people-first cultures. Our recent history of employment excellence also includes being awarded the St. Louis Area Business Health Coalition’s 2020 Business Health Culture Award and the Top Workplaces 2021 and 2022 St. Louis Post-Dispatch awards. Established more than 50 years ago providing service in 6,000 communities throughout the United States, we are mission focused professionals united to care for those caring for our community.
At Concordia Plans we are focused and flexible. Embracing the new normal, pioneering ways to continue to support work life balance in our family first culture. We offer competitive compensation with a benefit package, including a pension plan, 403(b), health insurance at no cost to the employee, and much more. With this exciting opportunity you can combine experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod.
General Summary
The Service Desk Technician provides technical expertise to external clients and internal colleagues, ensuring timely and effective resolution of issues. This role involves working directly with end users and managing support tickets to enhance customer satisfaction and team performance.
Essential Job Functions
- Technical Support Management:
- Work the help desk ticketing system queues to ensure timely resolution of issues.
- Assist with technical problems and provide guidance to team members.
- Hardware support for laptops and desktops
- Operating system support
- Active Directory Management
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to maintain high service standards.
- Process Improvement:
- Adhere to help desk policies, procedures, and best practices.
- Identify areas for improvement and recommend solutions to enhance efficiency and user satisfaction.
- Collaborate with other IT teams to coordinate efforts and share knowledge.
- Conduct user training sessions and create documentation for common support topics
- Customer Service:
- Ensure a high level of customer service is delivered to all users.
- Handle escalated issues and complaints promptly and professionally.
- Gather user feedback to improve help desk services.
Education and Experience
- Bachelor’s degree in information technology or equivalent experience, Computer Science, or a related field preferred.
- 2 years of experience in a technical support or help desk role.
- Proficiency in Microsoft 365 administration
- Proficiency in Active Directory and Azure Active Directory
- Intermediate knowledge of Windows 10/11 desktop support
- Knowledge of network infrastructure
- Knowledge of help desk operations, support processes, and ticketing systems and proficiency in using help desk software and tools.
- Certifications such as ITIL, CompTIA A , or Microsoft Role-Based Certifications in 365 are a plus.
Competencies
- Results oriented: Steadfastly pushes self for results, self-motivated with the ability to effectively prioritize and execute tasks with minimal supervision, maintains focus on organizational goals.
- Problem solving: Uses rigorous logic, systematic methods and analysis to solve difficult problems, able to exercise discretion and make decisions to resolve issues and questions, anticipates the implications and consequences of situations and takes appropriate action, is excellent at objective analysis, and asks questions, seeks answers and engages others in analyzing and developing solutions.
- Independent: Ability to work independently, prioritize work according to need and respond timely, while understanding the necessity for communicating and coordinating work efforts with other employees and departments.
- Detail driven: Focuses on thorough, accurate and complete work product with high attention to detail.
- Learning agility: Learns new skills easily, climbs learning curve rapidly, and applies new knowledge quickly.
- Data Analysis: Ability to securely collect, maintain, research, evaluate and summarize data for utilization in various business practices, data analysis and reporting. Effectively utilizing relevant information to develop realistic solutions/recommendations.
- Teamwork: Collaborates across the organization and within own team: Participates fully on assigned and adjunct teams, fosters a collaborative spirit, builds collaborative networks with internal staff and vendor representatives.
- Communications: Ability to articulate information simply and concisely in person, over the phone and in writing, and to reflect CPS values in all internal and external communications.
- Trustworthy: Acting with integrity, being honest and credible, reliable, having positive intent, able to present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.
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