Service Desk Technician

Mechanics Bank; Irvine (CA); On-site; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Technician to enhance their IT support team. In this role, you will provide essential technical assistance to users, ensuring swift resolution of hardware and software issues. Your expertise will help maintain a seamless service desk operation, fostering strong communication and rapport with end-users. This position offers a dynamic environment where you can grow your skills and contribute to a collaborative team. If you are passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• 3 years of experience in IT support with a focus on service desk operations.
• Strong knowledge of Windows OS and basic networking principles.

Responsibilities

• Provide first-level technical support for end-users via phone and remote tools.
• Monitor and manage Service Desk incidents and requests efficiently.

Skills

Technical Support

Windows Operating Systems

Networking

Communication Skills

Problem Solving

Active Directory

Education

High School Degree or Equivalent

Tools

VMware

Incident Management Tool

Job description

Mechanics Bank is currently searching for a Service Desk Technician to join our team. Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person. This role will be working on-site at our Irvine office.

Under general supervision, responsible for providing Information Technology Services (IT) support in a corporate service desk environment by resolving software and hardware issues remotely and occasionally on-site. Serves as a liaison between business units, IT, and other departments to resolve a variety of technical issues. Responsible for adhering to established Bank security and/or emergency preparedness procedures.

What you will do:

• Provides first level technical support for end users over the phone and by using technical experience and remote tools. Immediate effort is made to analyze the situation and provide a resolution to a failed IT service as quickly as possible using established procedures, policies, and job aides. If no solution can be achieved, the incident will be properly documented and escalated to the appropriate IT team.

• Responsible for awareness and adherence to departmental procedures and policies for established services provided within the Service Desk.

• Answers, analyzes, and prioritizes incoming calls, voice mails, Service Desk incidents and requests for assistance from end-users experiencing technical issues with hardware, software, networking, mobile devices, and other computer-related technologies.

• Monitors Service Desk incidents and requests assigned to the IT queues and processes them on a "first-in-first-out" basis as well as priority. Creates and updates work tickets using the incident management tool and assigns to the proper support team. Provides detailed documentation on assigned work tickets.

• Responsible for timely resolution of problems as per established Service Level Agreement (SLA) or escalation on behalf of customers to appropriate support teams. Keeps end users informed on status of their open tickets and any service related outages following established process.

• Performs triage and/or break/fix support of application behavior/configuration, network connectivity, VPN, VMWare, laptop, desktop, printer, scanner, mobile devices and other peripherals.

• Performs all other job duties as assigned by team lead and/or manager.

• Resets passwords on assigned applications and systems. Analyzes network shares and troubleshoots related permission issues. Performs user and group account administration in Active Directory where assigned by role.

Who you are:

• Exhibit a "Service First" perspective and attitude.

• Possess a working knowledge of Windows Operating Systems and an understanding of basic/core networking.

• Demonstrate the ability to build a rapport during telephone contact.

• Demonstrate excellent written and verbal communication skills.

• Demonstrate technical savvy and good judgement.

• Demonstrate the ability to learn quickly and recall/apply correct procedures.

• Possess critical thinking and problem solving skills.

• Develop self and professional expertise.

• Apply company policies and procedures to resolve a variety of issues.

• Participate in team goals as assigned.

• Begin efforts to "lead at all levels" within the team.

• 3 years of experience

• High School degree or equivalent degree required.

#LI-DNI

Pay Range: $23.00 - $25.00 per hour

Final compensation package will be determined by the work experience, education, and/or skill level of the applicant along with internal equity and alignment with geographic market data.

• Mechanics Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, genetic information, veteran status, or on the basis of disability, gender identity, sexual orientation or other bases prohibited by applicable law.

• Please view Equal Employment Opportunity Posters provided by OFCCPhere.

• To learn more about Mechanics Bank's California privacy and security policies, including your right to a Notice At Collection as a California Resident, please visit

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