Service Desk Technician II

The Service Desk Technician II provides technical support to all Founders employees and CUSO customers, facilitates enterprise project implementations, and trains new IT techs. The role includes on-site and remote troubleshooting, hardware / software maintenance, and a variety of duties outlined below., * Excellent organizational, oral, and written communication skills.

• Follow procedures and processes per management direction. This role requires some direction from management or team members.
• Install, deploy, and maintain hardware and software for all end users.
• Provide training for new IT Techs on deployment of software, hardware, and ServiceNow workflows, while expressing the importance of maintaining a positive end-user experience.
• 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 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 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.
• Travel to branches for daily assignments.
• 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, Entra ID, AutoPilot, Office365.
• Install and configure remote monitoring for new FIT CUSO customers.
• Monitor and manage open tickets for FIT CUSO customers.
• 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.
• Lift up to 50 pounds as required.

• Information Technology related experience and / or training, or equivalent combination of education (Associates in a Technology related degree) and experience is required.
• Must pass the HDI Desktop Advanced Support Technician certification within 1 year of employment.
• Technical certification(s) to complement experience : 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).
• 2+ years experience in customer service, financial industry, or call center required.
• 2+ years experience required troubleshooting PCs, MacOS, 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. This role receives some direction as it develops advanced technical and professional experience. It requires asking relevant questions and finding root causes of issues. It may be preferred to have at least two years of PC troubleshooting and software installation experience, along with basic network skills. The ability to learn quickly and adapt to technological changes is 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 and must comply with privacy and security policies. Violations may result in disciplinary action, up to and including termination.

• Paid Holidays
• Paid Time Off
• Family-oriented culture that values work / life balance
• Retirement Plan (401k with employer contributions & Pension Plan fully funded by FFCU)
• Comprehensive Health and Dental Insurance
• Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
• Voluntary Supplemental Life Insurance coverage 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 to assist with furthering education
• Certifications - Assistance with achieving and maintaining
• Fit Founders Wellness Program