Service Desk Technician II

About the role

At SouthState, we combine personal relationships with forward-thinking solutions to help our customers move forward. As an IT Service Desk Tech II, you will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests, as well as escalating incidents when necessary to maintain SLA expectations.

Responsibilities

• Perform onsite visits or remote troubleshooting at the desktop level, including installing and upgrading software, installing hardware (computers, docking stations, printers, etc.), and configuring systems and applications.
• Demonstrate creative problem-solving and critical thinking while utilizing advanced knowledge of PC, mobile device, hardware, software configurations, operating systems, and Incident Management to resolve deep technical environment issues and implementation support.
• Perform data mining and analysis to identify trends and opportunities to drive continuous improvement.
• Field incoming requests to the Service Desk via telephone, email, and chat to ensure courteous, timely, and effective resolution of end user issues.
• Coordinate and execute small projects, such as PC Refresh, Printer replacements, and application deployments.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Identify process and service improvement ideas with a continuous learning and improvement mindset.
• Test fixes to ensure problems have been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets, Knowledge Base, and FAQ lists for end users.
• 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.
• Identify and learn appropriate software and hardware used and supported by the organization.

Requirements

• Bachelor’s degree in IT or related field, or equivalent experience.
• 4-6 years of technical support experience.
• Experience with applying OS images and installation of software.
• Expert knowledge of computer hardware, software, and networking concepts.
• Exceptional communication skills and ability to work well in a team.
• Expert knowledge of Microsoft Office applications.
• Expert troubleshooting skills to diagnose and resolve technical issues.
• Expert knowledge of mobile devices and applications.
• Ability to follow documented procedures and instructions.
• Excellent interpersonal skills, advanced computer skills, and ability to read, write, speak, and understand English.

Skills

• Ability to absorb and retain information quickly.
• Highly self-motivated and directed.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Proven analytical and problem-solving abilities.
• Strong customer service skills and mindset.
• Keen attention to detail, including proficiency in clear and understandable ticket documentation.
• Experience working in a team-oriented, collaborative, and fast-paced environment.

Physical Demands

• Large amount of time in front of a computer, either sitting or standing.
• Lifting and transporting moderately heavy objects, such as computers and peripherals.
• Ability to drive a company vehicle to and from other locations.
• May require bending and reaching.
• Must be able to effectively access and interpret information on computer screens, documents, and reports.

Work Environment

• Located in a cubicle environment that may be loud throughout the day.
• When working remotely, must have a secure home office environment free from background noise and distractions, with a reliable private internet connection (cable or fiber preferred).
• Requirements are subject to change as new systems and technology are delivered.
• Travel may be required for meetings as needed.

Pay

Pay for this position is anticipated to be between $49,863.00 and $79,653.00. Actual offers will be determined based on applicant’s skills, experience, and education.

Benefits

Comprehensive benefits package available (details provided during the application process).