Service Desk Technician II

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

• Ensure the effective operation of computers so that end users can complete their business tasks.

• Receive, prioritize, document, and address end-user assistance requests.

• Escalate incidents appropriately to uphold SLA expectations.

• Conduct onsite visits or remote troubleshooting at the desktop level.

• Install and upgrade software, set up hardware, and configure systems and applications.

• Resolve intricate technical issues and provide support during implementations.

• Perform data analysis and mining to uncover trends and opportunities for continuous improvement.

• Manage Service Desk requests through telephone, email, and chat channels.

• Coordinate and execute minor projects, including PC refreshes, printer replacements, and application rollouts.

• Conduct preventative maintenance on workstations, printers, and other peripherals.

• Test solutions and carry out follow-ups after resolutions.

• Create help sheets, Knowledge Base entries, and FAQ lists.

• Document, track, and record the Service Desk problem-solving process until final resolution.

• Identify and familiarize oneself with the software and hardware utilized and supported by the organization.

⛳️ Requirements

• Bachelor’s degree in IT or a related field, or equivalent experience.

• 4–6 years of experience in technical support.

• Experience in applying OS images and installing software.

• In-depth knowledge of computer hardware, software, and networking principles.

• Outstanding communication skills and the ability to collaborate effectively within a team.

• Proficient knowledge of Microsoft Office applications.

• Advanced troubleshooting skills to diagnose and resolve technical challenges.

• Comprehensive understanding of mobile devices and applications.

• Capability to adhere to documented procedures and instructions.

• Excellent interpersonal abilities and advanced computer proficiency.

• Proficiency in reading, writing, speaking, and understanding English.

• Quick absorption and retention of information.

• Proven analytical and problem-solving skills.

• Strong customer service skills and orientation.

• Meticulous attention to detail and thorough ticket documentation.

• Experience in a collaborative, team-oriented, and fast-paced environment.

• Capability to operate a company vehicle for travel to various locations.

• Ability to lift and transport moderately heavy items like computers and peripherals.

• A secure, distraction-free home office and a reliable private internet connection while working remotely.

🏝️ Benefits

• On-the-job training and any additional training as necessary.

• Required annual compliance training.

• New Employee Orientation.

• Ongoing updates on banking-system processes.

• Option for remote work with a secure home office setup.

• Reliable private internet connection; cable or fiber optics preferred.

• Company vehicle provided for travel to and from other locations.