IT Help Desk Technician I – Growth-Focused Tech Support

Mariner Finance; Plano (TX); On-site; USD 63,354,000 - 76,077,000; Full time

Job summary

Mariner Finance is seeking a Help Desk/IT Support professional to provide frontline technical assistance at remote branches and the headquarters. You will install, configure, troubleshoot, and repair hardware and software while documenting activities in our ticketing system and maintaining support documentation.

The role requires strong communication skills, customer service orientation, and the ability to handle technical issues with empathy.

Qualifications

• Associate’s degree in IT or related field. Information Technology certifications can be substituted for Associate’s degree.
• Two (2) years of experience in a Help Desk or IT support role.
• Strong time management and communication skills to support growing business function.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences.
• Strong customer service orientation with the ability to handle technical issues professionally and empathetically.

Responsibilities

• Provide internal clients with first-level IT support company-wide via telephone or email.
• Create tickets and document all activities in helpdesk ticketing systems.
• Troubleshoot and resolve hardware, software, applications, network, user access, or related issues.
• Escalate complex problems or unresolved issues to next level of support.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Utilize and become proficient with Navigant’s standard support tools (i.e. GPS, CIM).
• Address client questions using available information resources.
• Configure and install hardware, software and applications.
• Comply with Corporate IT Service Management and Service Desk policies, procedures, and directives.
• Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/requests.
• Recommend process changes as needed to improve service levels.
• Stay current with information technology systems and industry levels.
• Provide evening and weekend support (off-hours support) as assigned on a rotating basis.
• Create/maintain support documentation and procedures.
• Communicate company IT policies and standards.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Skills

Time management

Communication

Customer service

Written communication

Verbal communication

Empathy

Education

Associate’s degree in Information Technology or related field

Bachelor’s degree in Information Technology or related field (preferred)

Job description

Mariner Finance is seeking a Help Desk/IT Support professional to provide frontline technical assistance at remote branches and the headquarters. You will install, configure, troubleshoot, and repair hardware and software while documenting activities in our ticketing system and maintaining support documentation.

The role requires strong communication skills, customer service orientation, and the ability to handle technical issues with empathy.