Service Desk Representative

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

Pay

Pay Range: $24.56 - $35.62

Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Schedule

Scheduled Weekly Hours: 40

Responsibilities

• Responsible for providing team member support and software, hardware, and network assistance.
• Responds to and diagnoses problems through discussions with team members, procedures, and instructions. Includes problem recognition, research, isolation, documentation, tracking, and monitoring of problems to ensure timely resolution.
• Perform entry-level analysis and follow-up concerning security controls and updates.
• Perform entry-level support and troubleshooting of network connectivity, using appropriate software to review PC statistics.
• Properly process Active Directory/email account creation and password resets to ensure that PCs are in the proper Organizational Unit.
• Perform entry-level duties including basic phone, hardware support, and software support, including but not limited to:
  • Processing Printelligent requests
  • Troubleshooting basic Office Suite issues and printing issues
  • Managing user accounts
  • Creating network printer and thermal receipt printer queues
• Ensure that department ticket queues are managed properly, including where to access cost breakdowns and including total costs into tickets before sending for approval.
• Use appropriate ticketing software to track and record instances of support, ensuring all established Service Level Agreements (SLA) are met and appropriate levels of detail are included with each ticket (clear description of issue, steps taken to resolve the issue, resolution of incident, and time spent).
• Ensure that each incident is assigned the appropriate level of Priority and Urgency, as agreed upon with the end user.
• Ensure compliance with all hardware and software policies, standards, and practices.
• Maintain, track, and monitor comprehensive documentation, inventory control, and maintenance records concerning all assigned systems including Standard Operating Procedures, operating records, and problem logs to ensure timely resolution/SLA.
• Monitor system capacity and statistics as assigned.
• Provide technical support to all team members.
• Administer security requirements for all assigned applications and participate in security reviews/audits.
• Oversee functioning, reporting, and upgrades of all systems as assigned.
• Assign, track, maintain, and order supplies for systems as assigned.
• Required to support 24x7 operations as needed.

Additional Job Functions

• Performs other duties as assigned.
• Complies with regulatory compliance and assigned training requirements, including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment-related actions.

Qualifications

• High School Diploma or GED required.
• Less than 1 year of prior related experience required.
• A+ certification preferred.
• Microsoft Certified Technology Specialist (MCTS) preferred.

Skills

• HP PCs, laptops: High
• Printers: High
• Mobile: High
• Wireless: Medium
• Macintosh: Medium
• Network Connectivity: Medium
• Microsoft Office: High
• Windows: High
• Active Directory: Medium
• Call management (Altiris, Remedy): Medium
• Terminal emulation: Medium
• Anti-virus (McAfee): Medium
• File & Print Services: Medium
• Displays understanding of system architecture.
• Displays responsiveness to user needs.
• Monitors system performance.
• Strong oral and written communication.
• Project/time management skills.
• Familiar with MS AD structure and schematic.

At SchoolsFirst FCU, we are dedicated to building and growing a diverse, inclusive, and authentic team. If you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferable, and you may be just the right candidate for the position or for other roles we are working on.