Service Desk Technician II
Remote
Job Description
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Under the direction of the Service Desk Manager, the Desktop Support Technician’s role is to support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
Construct, install, and test customized configurations based on various platforms and operating systems.
Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.
Ensure that desktop connection, ie. network jacks are in proper working order.
Work with third-party support and PC equipment vendors.
Perform related duties consistent with the scope and intent of the position Process incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues.
Follow policies and procedures.
Manage tickets in Service Now ticketing system
Identify, develop, and implement knowledge-based articles in support of operational duties.
Maintain current knowledge of all federal and state laws and regulations, along with the Bank’s policies and procedures.
Not to harm consumers with any act that could be misleading, unfair, deceptive, or abusive in act or practice
Must adhere to the company’s core values of Challenge Convention, Do What’s Right, Take Ownership, Empower People, Exceed Expectations, and Cultivate Awesome all while keeping our “Why?” front of mind. Our Why? Silvergate is the banking platform for innovators, and we believe in the power of entrepreneurs to create prosperity for our communities.
Job Dimensions:
May be required to serve in an on-call capacity to respond to an unforeseen circumstance or emergency and, if such circumstance arises, to report to work after the end of the employee’s regular shift and before the beginning of their next scheduled shift. This may include overnight weekends and holidays.
Job Requirements
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Qualifications:
Associates degree in the field of computer science and/or at least 8 years of equivalent work experience.
Certification in ITIL 4, HDI professional, or combination of training and experience
Extensive application support experience with Service Now and ITSM
Extensive knowledge of computer hardware, including laptops, desktop management tools, vulnerability, and patch management experience
Working knowledge of a range of diagnostic utilities, such as SCCM, AD, GPO’s, Access Controls
Experience with desktop and server operating systems Windows 10 LTB deployment.
Familiarity with the advanced principles of ITIL, specifically Incident Management
Proven track record of developing and providing SLAs and Service Desk deliverables
Beyond trust remote desktop application:
Solid relationship management and performance management skills.
Ability to motivate and direct staff members and subordinates.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Ability to conduct research into […] issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative environment
BANK SECRECY ACT REQUIREMENTS:
Responsible for adhering to the reporting and recordkeeping requirements of the Bank Secrecy Act and Anti-Money Laundering rules and regulations, observing economic sanctions by prohibiting transactions as specified by the Office of Foreign Asset Control (OFAC), following the Company’s customer identification program (CIP) rules, observing all Company policies and procedures relating to BSA, OFAC, CIP, and related acts, and participation in ongoing related training.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is:
Regularly required to talk or hear
Required to communicate with customers and coworkers verbally and in writing
Occasionally required to stand; walk
Occasionally required to lift up to 25 pounds
Required to sit for long periods and reach with hands and arms
Able to read documents, computer screens, reports, and other communications and have the ability to adjust focus and close vision.
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