Senior Service Desk Technician

United Community Bank; Greenville (SC); On-site; USD 38,000 - 43,000; Full time

Job summary

United Community Bank is seeking a Services Technician III to join the Service Desk team in Greenville, SC. You will handle complex tickets, collaborate with Systems Analyst, Systems Engineering and Networking teams, and act as a single point of contact to resolve end-user issues.

This full-time role requires 6+ years in technology systems and 4+ years in a service desk, with strong leadership, communication, and customer service skills.

Qualifications

• High school diploma required; college/technical training desired.
• 6+ years related Technology Systems experience (VDI, Windows Server, networking, Windows 10, etc.)
• 4+ years Technology Service Desk experience

Responsibilities

• Assist with daily duties and after-hours tasks of the Service Desk as necessary.
• Work closely with Systems Analyst, Systems Engineering and Networking teams to accomplish upgrades, testing, projects, and implementing new solutions for our end user base.
• Collaborate/assist Systems Analyst, Systems Engineering and Network teams with troubleshooting issues as a single point of contact.
• Work with administrator of current ticketing software to ensure needs are properly met to efficiently manage tickets.
• Communicate as necessary with management as to the status of outstanding problems, issues and projects.
• Create and maintain Service Desk documentation as needed.
• Escalate Incident tickets to Problem status when appropriate while informing Service Desk Manager of situation.
• Take incoming calls from United Community Banks branch locations as necessary.
• Assist with Branch visits for ticketed work within travel scope, as needed.
• Ensure that staff appropriately utilize Service Desk software applications.
• Assist Technology Support Manager with cross training the Service Desk team members, so they can support any specific escalation procedures.
• Complete initial and ongoing corporate training, including Bank Secrecy Act/Anti-money laundering training, suitable to his or her position within the bank.
• Other duties as assigned

Skills

Leadership

Organizational

Communication

Customer service

Teamwork

Citrix

Ticketing system

Troubleshooting

Windows 10

Networking

Education

High school diploma

College/technical training

Tools

Citrix

Ticketing software

Job description

United Community Bank is seeking a Services Technician III to join the Service Desk team in Greenville, SC. You will handle complex tickets, collaborate with Systems Analyst, Systems Engineering and Networking teams, and act as a single point of contact to resolve end-user issues.

This full-time role requires 6+ years in technology systems and 4+ years in a service desk, with strong leadership, communication, and customer service skills.