Service Desk Technician I

SouthState Bank, N.A.; Winter Haven (FL); On-site; USD 43,000 - 69,000; Full time

Job summary

SouthState Bank, N.A. is seeking a Service Desk Support Technician I to ensure proper computer operation so end users can accomplish business tasks. This role involves receiving, prioritizing, documenting and resolving end user requests and escalating incidents to maintain SLA expectations.

It requires hands-on, desktop-level support. The position includes assisting in software releases, handling requests via phone and email, and building knowledge bases.

Qualifications

• College diploma or university degree in computer science or a related field, or 2 years of equivalent work experience.
• A+ certification is preferred.
• Exceptional written and oral communication skills.
• Strong documentation and customer service orientation.

Responsibilities

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software releases and roll-outs and communication to the end users.
• Field incoming requests to the Service Desk via telephone and e-mail to ensure timely and effective resolution.
• Document all pertinent end user information and problem details.
• Prioritize and schedule problems; escalate as needed.
• Record and track the Service Desk process from problem to resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Stay updated on software updates, drivers, knowledge bases, and FAQ resources.
• Perform hands-on fixes at the desktop level and install/ configure software and hardware.
• Install antivirus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance and test fixes to ensure resolution.
• Develop knowledge bases and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.

Skills

Customer service

Analytical abilities

Documentation

Teamwork

Communication

Problem solving

Prioritization

Education

College diploma or degree in CS or related

A+ certification

Tools

Event Viewer

Performance Monitor

Diagnostic utilities

Service Desk / SRM

Windows operating systems

Job description

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions.

We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

The Service Desk Support Technician I's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands‑on help at the desktop level.

Responsibilities

Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Alert management to emerging trends in incidents.

Acquisition & Deployment

Assist in software releases and roll-outs and communication to the end users.

Operational Management

Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.

Build rapport and elicit problem details from Service Desk customers.

Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

Record, track and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Stay updated on software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Install anti‑virus software and ensure virus definitions are up‑to‑date.

Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Test fixes to ensure problem has been adequately resolved.

Perform post‑resolution follow ups to help requests.

Develop help sheets, Knowledge Base and FAQ lists for end users.

Reinforce SLAs to manage end‑user expectations.

Responsibilities

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Assist in software releases and roll-outs and communication to the end users.

Operational Management

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from Service Desk customers.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
• Record, track and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Stay updated on software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti‑virus software and ensure virus definitions are up‑to‑date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post‑resolution follow ups to help requests.
• Develop help sheets, Knowledge Base and FAQ lists for end users.
• Reinforce SLAs to manage end‑user expectations.

Position Requirements

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 2 years equivalent work experience. A+ certification

Knowledge & Experience

• Knowledge of basic computer hardware, including PCs, printers, scanners, etc.
• Experience with desktop and server operating systems, including Windows 7, Server 2008 and Server 2012
• Extensive application support experience with South State Bank supported applications.
• Working knowledge of a range of diagnostic utilities, including Event Viewer, Performance Monitor.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport‑building, listening and questioning skills.
• Strong documentation skills.
• Knowledge in Service Desk / Service Request Management
• Ordering and maintain database of supplies, hardware, software

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user‑friendly language.
• Highly self‑motivated and directed.
• Keen attention to detail.
• Proven analytical and problem‑solving abilities.
• Ability to effectively prioritize and execute tasks in a high‑pressure environment.
• Exceptional customer service orientation.
• Experience working in a team‑oriented, collaborative environment.

Work Conditions

• 40-hour on‑site work week.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

In accordance with Colorado and Virginia law: Pay for this position is anticipated to be between $43,468.00 - $69,437.00 , actual offers to be determined based on applicant's skills, experience and education. While the anticipated deadline for the job posting is 10-11-2026, we encourage you to submit your application as we may still consider qualified candidates beyond this date.

Benefits | SouthState Careers

Equal Opportunity Employer, including disabled/veterans.

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