Service Desk Technician III

Job Summary:

The Service Desk Technician III will provide expert level technical support to all levels of the organization with minimal direction from management or other team members.

Job Duties:

• Excellent organization plus excellent oral and written communication skills.
• Follow procedures and processes per management direction.
• Install, deploy, and maintain hardware and software to all end users.
• Provide training for new Service Desk Technicians on deployment of software and hardware while expressing the importance of maintaining a positive end user experience.
• Assist with local and remote troubleshooting on hardware and software for installed equipment.
• Setup, install, and configure MFPs for all Founders locations and maintain user access on servers.
• Maintain current and accurate inventory of technical hardware and software.
• Complete outstanding ServiceNow requests for employees in a timely manner.
• Provide secondary support for incoming calls to the IT Service Desk.
• Ensure all Branch locations are properly equipped with optimally functioning IT equipment.
• Assist with installing, deploying, and troubleshooting of network equipment.
• Participate in departmental project implementations.
• Assist with cisco phone upgrades.
• Ensure all applicable cabling standards are maintained.
• Assist with mobile device upgrades and deployment.
• Prepare custom workstation images, including OS, applications, desktop customization, and network configurations.
• Travel to Branches for daily assignments and Branch Assessments.
• Provide orientation and guidance to users on how to operate new software and computer equipment.
• Be familiar with multiple software platforms such as KACE, Active Directory, Sentinel One, Proofpoint and Umbrella.
• Install and configure remote monitoring for new FIT CUSO customers.
• Monitor and manage open tickets for FIT CUSO customers.
• Travel to FIT CUSO customers for assignments and Customer Assessments.
• Proven experience with Microsoft 365 Administration and Intune.
• Follow the asset management lifecycle process and procedures to support the efforts in maintaining an accurate and efficient configuration management inventory.
• Adhere to the principle of least privilege to reduce the risk of unauthorized access to critical systems or sensitive data by maintaining account permissions to accounts, processes and programs only required to do the job assigned.
• Escalation point for Level 1 and 2 Technicians, guiding them in resolving difficult issues.
• Take ownership and identify root cause of issues for Problem Tickets assigned.
• Collaborate with other IT groups
• Perform all other duties as assigned.
• Comply with Founders policies and procedures, as well applicable laws, regulations, and statutes issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLBA and BSA. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality.

Job Specifications:

The Service Desk Technician III is a highly engaging position which should possess excellent oral and written communication skills including the ability to understand and explain technical details, including being the example of how to document and deliver excellent service. The individual must also work well with others in a changing environment. At least three years of PC troubleshooting, software installation, basic network experience, and demonstrated exemplary customer service experience. The ability to learn quickly and adapt to technological changes is required. The Technician provides expert level technical support and mentor the Level 1 and 2 Techs with issues. This role is required to complete and close tickets assigned to them within the Founders and FIT environments. Lifting of equipment up to 50 pounds will be required. Due to the nature of project deadlines and implementation schedules, evening and weekend work will be required. Due to the critical nature of data security, each employee has the responsibility to protect company data. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality. Guidance is contained in the company information security policies. Violations of policy may result in disciplinary action, up to and including termination.

Skills & Education:

1. Information Technology Technical related experience and/or training, or equivalent combination of education (Associates in a Technology related degree) and experience is required.
2. Technical Certification(s) to complement experience: A+, Net+, Microsoft Certification or equivalent.
3. Ability to provide training and mentoring to teammates.
4. Understanding of technology required. (Laptops, Desktops, Printers, Windows, & Networks)
5. Proven experience with Microsoft 365 Administration and Intune
6. Familiar with AV software, preferred experience with Sentinel One
7. Familiar with Email and URL filtering software, preferred experience with Proofpoint and Umbrella
8. Demonstrated empathy and understanding for customers. (friendly, courteous, and helpful)
9. A minimum of two years' experience in customer service, financial industry, or call center required
10. A minimum of three years' experience required for troubleshooting PCs, software, hardware, plus installation along with network skills.
11. Commitment to Quality strong attention to detail and accuracy in work and documentation
12. Proven dependability and professionalism

The Service Desk Technician III, an hourly paid position, will receive competitive compensation and benefits.

Benefits provided include the following:

A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.

EOE

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