Service Desk Technician

Job Type

Full-time

Description

TITLE: Service Desk Technician

JOB FAMILY: Service Desk

DEPARTMENT: 937 – GO End-User Services

PAY GRADE & FLSA: 4; Non-exempt

Job Summary

The Service Desk Technician is responsible for meeting and exceeding internal customer expectations by resolving technology related requests and problems in a professional and timely manner. This role will answer calls, emails and chats from all company locations and will follow-up with internal customers after the work order has been resolved.

Essential Functions

• Provide professional and timely service to internal customers and colleagues while resolving desktop, mobile device and other support issues.
• Utilize a suite of remote management tools to resolve end-user PC issues.
• Provide written standard work and knowledge base articles pertaining to the IT Service Desk.
• Meet published response times for Tier 1.
• Escalate incidents to support teams to ensure end-user resolution.
• Track escalated incidents and communicates resolution to provide closure for the end-user when applicable.
• Utilize follow-up communication to solicit feedback from end-users to verify accuracy of the services provided.
• Maintain confidentiality regarding employee, company, and end-user information.
• Comply with all company or regulatory policies, procedures and requirements that are applicable to this position.
• Foster and preserve a culture of inclusion.
• Additional duties and responsibilities may be required to support the company’s mission, vision and values.
  
  

Qualifications

• High school diploma or equivalent.
• Minimum one year customer experience.
• Excellent customer service skills.
• Team player with excellent verbal and written communication skills.
• Experience working directly with internal customers.
• Basic knowledge of computer hardware, printers, and mobile devices.
• Basic knowledge of Microsoft Windows Operating Systems, Microsoft Office products, and other end-user applications.
• Ability to work well with other people in a team-oriented environment.
• Capability to prioritize and execute a variety of tasks simultaneously, at times in a fast-paced environment.
  
  

Working Conditions

• Duties are performed in a professional office environment.
• Prolonged periods sitting at a desk and working on a computer.
• Availability to work a Saturday rotation schedule.
  
  

Salary And Benefits

• The following compensation and benefits information is provided pursuant to applicable pay transparency and compensation posting laws.
• The minimum hourly wage for this position is $19.00 per hour. The actual wage will be based on qualifications and business needs and may vary, as permitted by applicable state law.
• This position is a regular full-time position, and individuals employed as regular full-time, are eligible for the following benefits subject to the terms, limitations and conditions of each benefit plan: Health, Dental, Vision, Life Insurance, Disability Insurance, FSA, HSA, 401K, Employee Stock Purchase Plan, Paid Time Off, Paid Holidays and additional Voluntary Supplemental Insurance.
  
  

At QCR Holdings, Inc. we are committed to fostering and preserving a culture of inclusion and strongly believe that it's our differences - of all kinds - that make our company and our communities better and stronger.

QCR Holdings, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or other protected class status.

It is the policy of QCR Holdings, Inc. to comply with the Americans with Disabilities Act by providing reasonable accommodations to enable qualified individuals with disabilities to access the job application and interview process, to perform the essential functions of the job, and to receive equal access to other benefits and privileges of employment.