Senior Service Desk Technician: IT Support & Escalations

Mariner-Financ; 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 our headquarters and remote offices. You will ensure SLAs are met, coordinate with IT teams, and mentor junior staff.

The role requires an Associate’s degree in Information Technology, 4+ years of help desk experience, ITIL, and strong knowledge of Active Directory, Exchange, Server 2012, Office, and Windows 10. Onsite work is required per policy for Plano within 60 miles.

Qualifications

• Associate’s degree in Information Technology or related field.
• Minimum of four (4) years of experience in a Help Desk or IT support role.
• ITIL experience.
• Service Desk knowledge (base system, content, and life cycle process).
• Proficiency troubleshooting hardware, software, operating systems, and end-user applications.
• Experience with IT Service Management (ITSM) tools.
• Experience with Microsoft Active Directory, Exchange, Server 2012, Office, and Windows 10 administration.
• Basic knowledge of VoIP technology, mobile device administration, audio and video conferencing.
• Strong time management and organization 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 second-level functions and escalation support for the IT Service Desk (hardware, software installation, configuration, troubleshooting).
• Interact with IT teams, business units and vendors to accomplish goals.
• Maintain SLAs and ensure customer satisfaction through ticket handling.
• Oversee ticket escalation and mentor Service Desk staff.
• Train and oversee interns and contractors on projects.
• Serve as deskside support contact across the company.
• Configure, install, and troubleshoot hardware, software, and peripherals.
• Manage branch equipment provisioning for new openings, relocations, and remodels.

Skills

IT Support

ITIL

Active Directory

Exchange

Windows 10 administration

Customer service

Problem solving

Education

Associate’s degree in Information Technology

Bachelor’s degree preferred

Tools

ITSM tools

PowerShell

Microsoft Exchange

Job description

Mariner Finance is seeking an IT Service Desk professional to provide second-level support for our headquarters and remote offices. You will ensure SLAs are met, coordinate with IT teams, and mentor junior staff.

The role requires an Associate’s degree in Information Technology, 4+ years of help desk experience, ITIL, and strong knowledge of Active Directory, Exchange, Server 2012, Office, and Windows 10. Onsite work is required per policy for Plano within 60 miles.