Service Desk Specialist II - ST

SwitchThink Solutions; Phoenix (AZ); On-site; USD 52,000 - 76,000; Full time

Job summary

Desert Financial seeks a Service Desk Specialist II to provide expert end-user support for hardware, software, and networking issues. You will manage incidents from start to finish, install and configure systems, deploy PCs and mobiles, and maintain critical IT assets.

Strong communication and problem-solving skills are essential. Ideal candidates have an IT-related degree (preferred) and 3+ years in a help desk role, with familiarity in Windows Server environments, Active Directory, Exchange,

Qualifications

• 3+ years experience in a Help Desk environment supporting internal and/or external clients
• 1+ years experience Fin Services experience
• Competency through experience with Windows Servers, Active Directory, Exchange, System Center, SharePoint

Responsibilities

• Provide support to end users on a variety of technology issues in person, over the phone, through email, and online chat; troubleshoot remotely to resolve issues within service levels
• Take ownership of service requests and incidents from identification through resolution; log all tickets
• Perform hands-on fixes at the desktop level including software installation, hardware setup, and configuring systems
• Image and deploying all PCs and Laptops
• Set up new employee profiles with hardware, software, and access; manage user accounts as needed
• Set up and replace equipment; repair malfunctioning devices
• Support deployment of iPhones and resolve iOS/mobile device issues with vendors
• Update IT inventory and assist with audit logs; perform routine hardware/software testing
• Maintain user accounts in Active Directory and vendor applications
• Monitor network and server health to ensure reliable service levels
• Analyze resolutions trends and contribute to knowledge base; train new technicians
• Perform other duties as assigned

Skills

Customer service

Problem solving

Technical reasoning

Time management

Written and verbal communication

Education

High School Diploma or GED

Associate degree in IT

Bachelor's degree in IT

Tools

Windows Servers

Active Directory

Exchange

System Center

SharePoint

Storage Area Networks

Databases

Server Virtualization

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.