What are the responsibilities and job description for the Service Desk Engineer position at FNBO?
At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.
Our Modern, Flexible Workplace
We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!
It is anticipated that an incumbent in this role will work onsite for three (3) or more days a week and will have a dedicated workspace when working onsite. Work location is subject to change based on business needs.
Summary Of The Job
Responsible for serving and providing a positive, world class experience directly with end user community through various communication channels. Engage with the end user community through phone calls, operational tickets, projects, and meetings. Effectively communicate with peers and other teams to report and resolve hardware, software, and operational issues. Accurately log, monitor and escalate tickets when applicable. Assist in the development of strategies and solutions consistent with organizational objectives. Primarily focuses on first call resolution, self-service processes, physical and remote desktop support.
About This Role
Service Desk Engineer:
Ideal candidate will have a Bachelor’s degree in Management Information Systems or 7 years of technical experience. Ability to demonstrate expertise implementing, managing and supporting end user hardware solutions. Experience executing hardware and applicable software upgrades for end user environment. Has a detailed understanding of various end user technologies that include; laptops, desktops, basic virtual desktop session/configuration and end user services. Ability to independently lead projects, develop team processes, identify opportunities to make efficiencies and mentor fellow Service Desk teammates. Expert ability to isolate root cause issues when troubleshooting end users support requests. Proven ability to mentor others throughout various cross functional and technical projects. Ability to effectively facilitate discussions and serve as a technical resource for complex projects or difficult troubleshooting requests. A strong degree of customer service, time management, troubleshooting, and creativity is expected. Ability to work effectively in a team environment and effectively demonstrate team building attitude and skills. A strong degree of creativity is required. Basic certifications in ITIL or Microsoft Preferred
Compensation
Compensation range (base pay): $62,047.00-$102,377.00
This role may have a specific starting pay within this range.
Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.
Benefits Overview
We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20250274
Equity, Diversity, & Inclusion
FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.
See the full FNBO Equity, Diversity, & Inclusion Statement here
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
Click here to download 'EEO is The Law' Self-Print Poster
Click here to download 'EEO is The Law' Supplement for Federal Contractors
Click here to download 'EEO is The Law' GINA Supplement
FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC
FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)
Application Deadline
All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.
Our Modern, Flexible Workplace
We believe in a Modern, Flexible Workplace, and we are continuously exploring advancements in technology and office environments to make it easier to work from anywhere at any time, allowing for more flexibility in where and how you work. We know that choice and flexibility are important to you. We also recognize that flexible and remote positions can become opportunities for military partners, caregivers, and individuals with disabilities to thrive at our company. We invite you to consider what a Modern, Flexible Workplace can mean for you!
It is anticipated that an incumbent in this role will work onsite for three (3) or more days a week and will have a dedicated workspace when working onsite. Work location is subject to change based on business needs.
Summary Of The Job
Responsible for serving and providing a positive, world class experience directly with end user community through various communication channels. Engage with the end user community through phone calls, operational tickets, projects, and meetings. Effectively communicate with peers and other teams to report and resolve hardware, software, and operational issues. Accurately log, monitor and escalate tickets when applicable. Assist in the development of strategies and solutions consistent with organizational objectives. Primarily focuses on first call resolution, self-service processes, physical and remote desktop support.
About This Role
Service Desk Engineer:
- Actively participates and/or leads assigned team projects fulfilling task assignments, meeting deadlines, and proactively seeking attainment of team goals with minimal supervision.
- Work ~10-20% of the time directly serving end users via ACD support queue calls and web tickets.
- Accurately log, identify, diagnose and resolve issues and problems.
- Lead in the development of technical and self-service documentation.
- Provide end user hardware and software provisioning and support.
- Responsible for providing timely assistance to critical production issues and provide hands-on support when work volume dictates.
- Actively participates on assigned team projects.
- Provide support and training for users and team members as requested.
- Microsoft O365 knowledge preferred.
- ServiceNow or applicable ITSM system knowledge preferred.
Ideal candidate will have a Bachelor’s degree in Management Information Systems or 7 years of technical experience. Ability to demonstrate expertise implementing, managing and supporting end user hardware solutions. Experience executing hardware and applicable software upgrades for end user environment. Has a detailed understanding of various end user technologies that include; laptops, desktops, basic virtual desktop session/configuration and end user services. Ability to independently lead projects, develop team processes, identify opportunities to make efficiencies and mentor fellow Service Desk teammates. Expert ability to isolate root cause issues when troubleshooting end users support requests. Proven ability to mentor others throughout various cross functional and technical projects. Ability to effectively facilitate discussions and serve as a technical resource for complex projects or difficult troubleshooting requests. A strong degree of customer service, time management, troubleshooting, and creativity is expected. Ability to work effectively in a team environment and effectively demonstrate team building attitude and skills. A strong degree of creativity is required. Basic certifications in ITIL or Microsoft Preferred
Compensation
Compensation range (base pay): $62,047.00-$102,377.00
This role may have a specific starting pay within this range.
Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.
Benefits Overview
We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:
- Medical, Dental, Vision Insurance
- 401k, With Matching Contributions
- Time Off Programs
- Health Savings Account (HSA)/Dependent Care
- Employee Banking
- Growth Opportunities
- Tuition Assistance
- Short-Term/Long-Term Disability Insurance
For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.
Job number: R-20250274
Equity, Diversity, & Inclusion
FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.
See the full FNBO Equity, Diversity, & Inclusion Statement here
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
Click here to download 'EEO is The Law' Self-Print Poster
Click here to download 'EEO is The Law' Supplement for Federal Contractors
Click here to download 'EEO is The Law' GINA Supplement
FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC
FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)
Application Deadline
All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.
Salary : $62,047 - $102,377
