Service Desk Technician

The South State 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 South State, 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.

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.

• 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 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…