Service Desk Technician II

About the role

The Service Desk Technician II provides technical support for all Founders employees and CUSO customers, assists with enterprise project implementations, and trains new IT Technicians.

Responsibilities

• Install, deploy, and maintain hardware and software for end users.
• Train new IT Technicians on software, hardware, and ServiceNow workflows, emphasizing positive end-user experiences.
• Assist with on-site and remote troubleshooting of hardware and software.
• Set up, install, and configure MFPs for all Founders locations and maintain user access on servers.
• Maintain accurate inventory of technical hardware and software.
• Complete ServiceNow requests for employees in a timely manner.
• Provide secondary support for incoming IT Service Desk calls.
• Ensure all branch locations are equipped with optimally functioning IT equipment.
• Assist with installing, deploying, and troubleshooting network equipment.
• Participate in departmental project implementations, including Cisco phone upgrades.
• Maintain applicable cabling standards.
• Assist with mobile device upgrades and deployment.
• Travel to branches for daily assignments.
• Provide orientation and guidance to users on new software and computer equipment.
• Work with software platforms such as KACE, Active Directory, Entra ID, AutoPilot, and Office365.
• Install and configure remote monitoring for new FIT CUSO customers.
• Monitor and manage open tickets for FIT CUSO customers.
• Follow asset management lifecycle processes to maintain accurate configuration management inventory.
• Adhere to the principle of least privileged access to reduce unauthorized access risks.
• Follow IT Service Desk Guidelines and perform other duties as assigned.

Requirements

• Information Technology-related experience and/or training, or equivalent combination of education (Associate’s in a Technology-related degree) and experience.
• Must pass the HDI Desktop Advanced Support Technician certification within 1 year of employment.
• Technical certifications such as A+, Net+, or Microsoft Certification (or equivalent) preferred.
• Understanding of laptops, desktops, printers, Windows, and networks.
• 2+ years of experience in customer service, financial industry, or call center.
• 2+ years of experience troubleshooting PCs, MacOS, software, hardware, and basic network skills.
• Strong attention to detail and accuracy in work and documentation.
• Proven dependability and professionalism.
• Ability to lift equipment up to 50 pounds.
• Evening and weekend work may be required due to project deadlines.
• Commitment to protecting company data and respecting privacy and confidentiality.

Benefits

• Paid holidays and paid time off.
• Family-oriented culture valuing work/life balance.
• Retirement Plan (401k with employer contributions + fully funded Pension Plan).
• Comprehensive health and dental insurance.
• Life and Accidental Death & Dismemberment Insurance (at no cost to employee).
• Voluntary Supplemental Life Insurance for employee, spouse, and children.
• Health Care and Dependent Care Flexible Spending Accounts.
• Long Term Care Plan.
• Short-Term and Long-Term Disability Insurance.
• Tuition reimbursement for furthering education.
• Certification assistance for achieving and maintaining credentials.
• Fit Founders Wellness Program.