Service Desk Technician I

Job DescriptionJob DescriptionRelax… Join Our Team!Summary:The Service Desk Technician I is responsible for technical support for all Founders employees and assists with Founders enterprise project implementations.Job Duties:Excellent organizational, oral and written communication skills.Follow procedures and processes per management direction. This role requires regular direction from management or team members.Install, deploy, and maintain hardware and software to all end users.Demonstrate the importance of maintaining a positive end-user experience through your interactions with employees, while displaying a professional attitude, conduct and appearance.Assist with on-site and remote troubleshooting of hardware and software.Maintain current and accurate inventory of technical hardware and software.Complete outstanding ServiceNow requests for employees in a timely manner.Ensure all branch locations are properly equipped with optimally functioning IT equipment.Provide secondary support for incoming calls to the IT Service Desk.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 with team members for assignments from Management or the Technical Coordinator.Provide and guidance to users on how to operate new software and computer equipment.Be familiar with multiple software platforms such as KACE, Active Directory, Entra ID, AutoPilot, Office365.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 privileged access 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.Adhere to the expectations set forth in the IT Service Desk Guidelines.Perform all other duties as assigned.Job Requirement & Specifications:The ideal candidate will also possess the following skills & qualifications:Information Technology Technical related experience and/or training, or equivalent combination of education and experience is required.Must pass the HDI Desktop Advanced Support Technician certification within 1 year of employment.Technical certification(s) to be completed within 2 years: A+, Net+, Microsoft Certification or equivalent.Understanding of technology required. (Laptops, Desktops, Printers, Windows, & Networks).Demonstrated empathy and understanding for end users. (friendly, courteous, and helpful).1+ year(s) experience in customer service, financial industry, or call center .1+ year(s) experience required troubleshooting PCs, software, hardware, plus installation along with basic network skills .Commitment to quality – strong attention to detail and accuracy in work and documentation.Proven dependability and professionalism.The Service Desk Technician should possess the ability to understand and explain technical details. The individual must also work well with others in a changing environment. The technician must be able to analyze, prioritize, troubleshoot, and resolve issues presented from several different sources.This role receives frequent direction as they develop their technical and professional experience. They must demonstrate the ability to ask relevant questions and a desire to identify root causes of issues. At least one year of PC troubleshooting, and software installation experience is along with basic network skills. The ability to learn quickly and adapt to technological changes is required. Lifting 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.BenefitsPaid HolidaysPaid Time OffFamily-oriented culture that values work/life balanceRetirement Plan (401k with employer contributions + Pension Plan fully funded by FFCU)Comprehensive Health and Dental InsuranceLife and Accidental Death & Dismemberment Insurance (at no cost to employee)Voluntary Supplemental Life Insurance coverage for employee, spouse, and childrenHealth Care and Dependent Care Flexible spending accountsLong Term Care PlanShort-Term and Long-Term InsuranceTuition reimbursement to assist with furthering educationCertifications – Assistance with achieving and maintainingFit Founders Wellness ProgramEOE#foundersfcu #J-18808-Ljbffr