IT Service Desk Technician II — SLA-Driven Support

Mariner Finance; Plano (TX); On-site; USD 34,000 - 43,000; Full time

Job summary

Mariner Finance is seeking an IT Service Desk professional to provide second-level support for computer hardware, software, and peripherals at headquarters and remote offices. The role requires strong ITIL experience, AD/Exchange administration, and SLAs management.

Candidates within a 60-mile radius of Baltimore or Plano will work onsite Monday-Thursday. The position includes evening/weekend support and opportunities to mentor interns and junior staff.

Qualifications

• Minimum of four years of experience in a Help Desk or IT support role.
• ITIL experience.
• Experience with Microsoft Active Directory, Exchange, Server 2012, Office, and Windows 10 administration.
• Proficiency troubleshooting hardware, software, operating systems, and end-user applications.
• Experience with ITSM tools.
• Strong time management and organization skills.

Responsibilities

• Provide second-level functions and escalation support for the IT Service Desk (computer, workstation, hardware, and software installation, configuration, troubleshooting, and repair at headquarters and remote branch offices).
• Oversee SLAs and ensure client satisfaction metrics and resolved incidents/requests.
• Oversee IT ticket escalation process to other support teams in accordance with SLA guidelines.
• Provide guidance, mentorship and support for Service Desk team members.
• Train and oversee work of interns and contractors for projects, including ticket assignment and resolution.
• Act as the deskside support contact for IT support company-wide via phone, email or ticketing system.
• Configure, install, and troubleshoot hardware, software, applications and peripherals.
• Manage branch equipment provisioning and shipments for new openings, relocations, etc.
• Maintain PC standards, imaging, software packaging and automation where applicable.
• Oversee IT asset inventory controls and disposal processes.
• Maintain and report Service Desk metrics and automate tasks where possible.
• Comply with ITSM policies and drive process improvements.
• Stay current with IT systems and industry standards.
• Provide evening and weekend support as assigned.
• Document SOPs and communicate IT policies.

Skills

Help Desk

IT Support

ITIL

Active Directory

Exchange

Windows 10

SLA Knowledge

Customer Service

Education

Associate's degree

Bachelor's degree

Tools

ITSM Tools

Job description

Mariner Finance is seeking an IT Service Desk professional to provide second-level support for computer hardware, software, and peripherals at headquarters and remote offices. The role requires strong ITIL experience, AD/Exchange administration, and SLAs management.

Candidates within a 60-mile radius of Baltimore or Plano will work onsite Monday-Thursday. The position includes evening/weekend support and opportunities to mentor interns and junior staff.