On-Site IT Service Desk Technician I

SouthState Bank, N.A.; Winter Haven (FL); On-site; USD 43,000 - 69,000; Full time

Job summary

SouthState Bank, N.A. is seeking a Service Desk Support Technician I to ensure proper computer operation so end users can accomplish business tasks. This role involves receiving, prioritizing, documenting and resolving end user requests and escalating incidents to maintain SLA expectations.

It requires hands-on, desktop-level support. The position includes assisting in software releases, handling requests via phone and email, and building knowledge bases.

Qualifications

• College diploma or university degree in computer science or a related field, or 2 years of equivalent work experience.
• A+ certification is preferred.
• Exceptional written and oral communication skills.
• Strong documentation and customer service orientation.

Responsibilities

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software releases and roll-outs and communication to the end users.
• Field incoming requests to the Service Desk via telephone and e-mail to ensure timely and effective resolution.
• Document all pertinent end user information and problem details.
• Prioritize and schedule problems; escalate as needed.
• Record and track the Service Desk process from problem to resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Stay updated on software updates, drivers, knowledge bases, and FAQ resources.
• Perform hands-on fixes at the desktop level and install/ configure software and hardware.
• Install antivirus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance and test fixes to ensure resolution.
• Develop knowledge bases and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.

Skills

Customer service

Analytical abilities

Documentation

Teamwork

Communication

Problem solving

Prioritization

Education

College diploma or degree in CS or related

A+ certification

Tools

Event Viewer

Performance Monitor

Diagnostic utilities

Service Desk / SRM

Windows operating systems

Job description

SouthState Bank, N.A. is seeking a Service Desk Support Technician I to ensure proper computer operation so end users can accomplish business tasks. This role involves receiving, prioritizing, documenting and resolving end user requests and escalating incidents to maintain SLA expectations.

It requires hands-on, desktop-level support. The position includes assisting in software releases, handling requests via phone and email, and building knowledge bases.