Service Desk Specialist II - ST

Desert Financial Credit Union; Phoenix (AZ); On-site; USD 48,000 - 68,000; Full time

Job summary

Desert Financial Credit Union is seeking a Service Desk Specialist II to provide frontline IT support for end users, including in person, phone, and remote assistance. You will troubleshoot hardware and software, manage accounts, deploy devices, and contribute to knowledge sharing.

The role emphasizes customer service, problem solving, and technical reasoning with opportunities to mentor junior staff and improve service delivery in a busy environment.

Qualifications

• High School diploma or GED required.
• Associate degree in an IT-related field preferred.
• Bachelor's degree in IT preferred.
• 3+ years in a Help Desk supporting internal/external clients preferred.
• 1+ years Fin Services experience preferred.
• Microsoft Certification preferred.
• HDI Certification preferred.
• CompTIA A+ Certification preferred.

Responsibilities

• Provide in-person, phone, email, and online chat support for end users.
• Take ownership from ticket to resolution and log tickets accurately.
• Perform hands-on fixes: install/upgrade software and hardware, configure systems.
• Image and deploy PCs and laptops; set up profiles and access.
• Manage user accounts and device setups remotely and locally.
• Assist with iPhone deployment and mobile device issues with vendors.
• Maintain IT inventory and assist with audits; test hardware/software.
• Update Active Directory and vendor applications; monitor networks/servers.
• Identify trends, document resolutions, and create Knowledge Articles.
• Train new technicians and perform other duties as assigned.

Skills

Customer service

Problem solving

Technical reasoning

Time management

Education

High School Diploma or GED

Associate degree in IT

Bachelor's degree in IT

Tools

Windows Servers

Active Directory

Exchange

System Center

SharePoint

Job description

The Service Desk Specialist II has the primary responsivities for receipt, triage, and resolution of Service Requests and Incidents related to computer systems, hardware, or software to clients over the phone, online, or in person. They are responsible for resolving escalated issues, supporting the Service Desk Specialist I, and identifying ways to improve the overall Client Experience provided by the Service Desk. The Service Desk Specialist II must utilize excellent customer service, problem solving, and technical reasoning skills. They also must multitask and organize their work effectively to meet their daily, weekly, and monthly goals.

What you will do here:

Provide support to end users on a variety of technology issues in person, over the phone, through email, and online chat; both locally and remotely troubleshoot using diagnostic tools and techniques to resolve technical issues within required service levels.

Take ownership of service requests and incident identification through to resolution. Prioritize and schedule support; accurately log all Service Desk tickets using the defined tracking software.

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, configuring systems and applications, research and testing of system upgrades using Microsoft System Center Configuration Manager.

Image and deploying all PCs and Laptops

Set-up new employee profiles, including hardware, software, network access and security. Both locally and remotely create/disable/delete user accounts upon hire or termination.

Set-up new or replacement equipment, monitors, and input/output devices. Adjust, repair, and replace malfunctioning equipment.

Support the process of deploying iPhones for employees, resolve iOS and mobile device issues - work with vendors to order equipment.

Update/maintain IT inventory and assist with audit log of issued and shelved IT equipment, software, and other IT assets. Performs routine hardware and software testing.

Perform user maintenance in Active Directory and vendor applications.

Oversee network and server monitoring systems to ensure reliable service levels and avoid service outages.

Evaluate and analyze trends on documented resolutions and make recommendations for ways to prevent future issues. Review, validate, update and create Knowledge Articles to facilitate accurate and robust knowledge sharing. Train new technicians on procedures and expectations.

Perform other duties as assigned.

What you will need:

High School Diploma or GED *required.

Associate degree in an IT related major *preferred.

Bachelor's degree in an IT related major *preferred.

3+ years experience in a Help Desk environment supporting internal and/or external clients *preferred.

1+ years experience Fin Services experience *preferred.

Competency through experience with the following technologies: Windows Servers, Active Directory, Exchange, System Center, SharePoint *required.

Basic knowledge of: Storage Area Networks, Databases, Programming Languages, Server Virtualization *required.

Must be able to effectively manage time by analyzing workload, assigning priorities, and maintaining focus on productive endeavor.to meet their daily, weekly, and monthly goals *required.

Excellent Written And Verbal Communication Skills Required.

Excellent customer service, problem solving, and technical reasoning skills *required.

Microsoft Certification *preferred.

HDI Certification *preferred.

CompTIA A+ Certification *preferred.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.