Support Desk Technician I

We do the right things, right now. We do them in a way that is relevant to our clients. Become a part of our history as it continues to be written! If you are interested and qualified for this role, we invite you to apply. The Support Desk Technician provides Tier 1 Technical Assistance and Support to all internal employees with a goal of first level resolution. You are hands-on, creating documentation and providing direct end-user support for all hardware and software present in the environment. You provide exceptional 1:1 customer service, while also championing the utilization of available self-service options to maximize support efficiency. Essential Functions/Responsibilities * Knowledge of processes and procedures related to position * Promptly action requests/incidents submitted through the self-service portal * Active member of the IT support call queue * Consistently meet all request/incident SLAs, striving to achieve first contact resolution * Utilize the service ticket system to accurately document each customer interaction, including detailed notes and resolution. * Account maintenance such as resetting forgotten or expired passwords * Remotely troubleshoot remote printer issues * Have knowledge of and support the various business applications used across the environment * Support employee BYOD cellular devices, including both iOS and Android * Remotely troubleshoot and support banking center equipment, including but not limited to currency discriminators, cash recyclers, check scanners, etc. * Provide Level 1 support for Windows end-user computing environment * Fulfill software requests by leveraging SCCM * Assist associates with hardware, software and access requests * Submit service requests to contracted service providers * Adhere to all required security and identification policies and or procedures * When necessary, efficiently escalate tickets to appropriate teams * Create and maintain IT and end-user knowledge base documentation * Participate in after-hours on-call rotation * Other duties as assigned Minimum Knowledge, Skills, and Abilities Needed to Perform Essential Functions of the Job * 1-year related experience supporting current operating systems, software, printers and desktop/laptop PCs and/or relevant educational achievements * Experience with Windows based PCs * Notable Customer service skills * Notable communication skills (oral and written) * Ability to work independently or as a team * Ability to work in a location that is geographically disperse or remote from other team members or associates * Strong Documentation skills * Proven analytical and problem-solving abilities * Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. * Basic knowledge of iOS and/or Android platform * Basic experience troubleshooting hardware Preferred Knowledge and Skills * Prior IT Support experience in financial services environment * Prior experience in a call center environment * Basic knowledge and use of Microsoft SCCM * ITIL technician experience in the ServiceNow platform. * Basic knowledge of Active Directory * Basic MD