Service Desk Technician

• Evaluate documented resolutions and analyze incident trends to prevent future problems
• Alert management to emerging incident trends
• Assist in software releases, roll-outs and end-user communications
• Handle incoming Service Desk requests by telephone and email
• Document end-user identification information and issue details
• Build rapport and elicit problem details from Service Desk customers
• Prioritize, schedule and escalation problems when required
• Record, track and document the request problem-solving process through final resolution
• Apply diagnostic utilities to troubleshoot issues
• Stay updated on software updates, drivers, knowledge bases and FAQ resources
• Identify and learn supported software and hardware
• Perform hands-on desktop fixes, including software installation/upgrades, hardware installation, file backups and system/application configuration
• Install anti-virus software and maintain current virus definitions
• Perform preventative maintenance on workstations, printers and peripherals
• Test fixes and perform post-resolution follow-ups
• Develop help sheets, Knowledge Base content and FAQ lists
• Reinforce SLAs to manage end-user expectations

• College diploma or university degree in computer science and/or 2 years equivalent work experience
• A+ certification
• 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 diagnostic utilities, including Event Viewer and Performance Monitor
• Exceptional written and oral communication skills
• Exceptional interpersonal, rapport-building, listening and questioning skills
• Strong documentation skills
• Knowledge of Service Desk / Service Request Management
• Ability to order and maintain a database of supplies, hardware and software
• Ability to research a wide range of computing issues
• 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 prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to sit for extended periods
• Dexterity to operate computer components and power tools
• Ability to lift and transport moderately heavy objects
• Ability to work a 40-hour on-site work week

Demonstrates expertise in incident management, application support, and troubleshooting across desktop and server environments. Proficient in maintaining hardware and software, with strong communication and customer service skills to enhance user experience.

• A+ Certification
• Windows 7 Operating System
• Service Desk Management
• Diagnostic Utilities
• Application Support Experience

• Desktop Support
• Server Operating Systems
• Software Installation
• Hardware Installation
• Troubleshooting
• Preventative Maintenance
• Documentation
• Problem-Solving
• Database Management
• Performance Monitoring

• Exceptional Communication Skills
• Interpersonal Skills
• Attention to Detail
• Customer Service Orientation
• Team Collaboration

• A+ Certification

• Service Desk
• Incident Management
• Application Support
• End-User Communication
• SLA Management

• Event Viewer
• Performance Monitor
• Anti-Virus Software
• Knowledge Base
• Help Sheets