Desk Technician

Support Desk Technician I page is loaded## Support Desk Technician Ilocations:
IN - Greensburg - State Road 3 Bypasstime type:
Full time posted on:
Posted Todayjob requisition :
R8653

We do the right things, right now.  We do them in a way that is relevant to our clients.  Become a part of our history as it continues to be written!
If you are interested and qualified for this role, we invite you to apply.

The Support Desk Technician provides Tier 1 Technical Assistance and Support to all internal employees with a goal of first level resolution. You are hands-on, creating documentation and providing direct end-user support for all hardware and software present in the environment. You provide exceptional 1:1 customer service, while also championing the utilization of available self-service options to maximize support efficiency.
** Essential Functions/Responsibilities
*** Expert knowledge of processes and procedures related to position
* Requires little to no direction for normal day to day activities
* Leader in documentation development / maintenance
* Responsible for leading new hire training efforts
* Provides guidance and assistance to level 1 and level 2 technicians
* Imaging and configuring PCs as necessary to assist Desktop Services
* Identifies potential opportunities to increase efficiencies and automate processes
* Special project tasks as assigned
* Promptly action requests/incidents submitted through the self-service portal
* Active member of the IT support call queue
* Consistently meet all request/incident SLAs, striving to achieve first contact resolution
* Utilize the service ticket system to accurately document each customer interaction, including detailed notes and resolution.
* Account maintenance such as resetting forgotten or expired passwords
* Remotely troubleshoot remote printer issues
* Have knowledge of and support the various business applications used across the environment
* Support employee BYOD cellular devices, including both iOS and Android
* Remotely troubleshoot and support banking center equipment, including but not limited to currency discriminators, cash recyclers, check scanners, etc.
* Provide Level 1 support for Windows end-user computing environment
* Fulfill software requests by leveraging SCCM
* Assist associates with hardware, software and access requests
* Submit service requests to contracted service providers
* Adhere to all required security and identification policies and or procedures
* When necessary, efficiently escalating tickets to appropriate teams
* Create and maintain IT and end-user knowledge base documentation
* Participate in after-hours on-call rotation
* Other duties as assigned
** Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job
*** 3 – 6+ years experience supporting current operating systems, software, printers, desktop/laptop PCs
* Advanced experience with Windows based PCs
* Must possess extraordinary Customer Service skills.
* Exceptional communication skills (oral and written)
* Ability to work independently or as a team
* Ability to work in a location that is geographically disperse or remote from other team members or associates
* Exceptional Documentation skills
* Expectational analytical and problem-solving abilities
* Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
* Advanced knowledge of iOS and/or Android platform
* Extensive experience troubleshooting hardware.
* Ability to efficiently diagnose and resolve issues with a high level of complexity
* Extensive experience troubleshooting advanced network, software, printing problems
* General Knowledge of Active Directory
* Basic knowledge and use of Microsoft SCCM
* Other duties as assigned
** Preferred Knowledge and Skills
*** Associates Degree and/or relevant technical certifications
* Prior IT Support experience in financial services environment
* Prior experience in a call center environment
* ITIL technician experience in the Service Now platform.
* Basic MDM (mobile device management) administration experience
** Level of Complexity and Scope
**** Degree of Independence and Decision-Making
*** Medium degree of decision making…