Founders Federal Credit Union · 2 months ago
Service Desk Technician II
Lancaster, SC
Full-time
Onsite
Entry Level
2+ years expFounders Federal Credit Union is seeking a Service Desk Technician II to provide technical support for employees and customers while assisting with enterprise project implementations. The role involves training new IT Techs and ensuring optimal functioning of IT equipment across all locations.
Financial Services
Responsibilities
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 to 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 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
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
Qualification
Required
Excellent organizational, oral and written communication skills
Follow procedures and processes per management direction
Install, deploy, and maintain hardware and software to all end users
Provide training for new IT Techs on deployment of software, hardware and ServiceNow workflows
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 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
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
Adhere to the principle of least privileged access
Adhere to the expectations set forth in the IT Service Desk Guidelines
Perform all other duties as assigned
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+ year(s) experience in customer service, financial industry, or call center required
2+ year(s) 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
The ability to learn quickly and adapt to technological changes is required
Lifting equipment up to 50 pounds will be required
Preferred
At least two years of PC troubleshooting and software installation experience is preferred along with basic network skills
Benefits
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
Company
Founders Federal Credit Union
Founders Federal Credit Union is here to help you attain your financial goals.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Bruce Brumfield
President & CEO
Keith Wilson
COO-Branches & Deposits
Recent News
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