Service Desk Technician

About the Organization
McCarthy, Burgess and Wolff (MB&W) is one of the largest collection agencies in the United States. We've created what we believe is a superior business model - combining advanced technological and analytic tools with quality employees, management, and ownership who genuinely care. We understand what motivates our employees - a dynamic and attractive work environment, loyalty, and unlimited earning potential. We offer an environment where the truly inspired (and highly skilled) individual can do extraordinary things. The end result is an exceptional workplace that gives our clients superior results.

Description

Job Summary :

The End User Service Desk Technician is responsible for Tier 1 and certain Tier 2 tasks. This includes working service desk tickets for end users, windows server administration, and phone operations support. The workload for this position consists of approximately 80% Tier 1 tickets and 20% Tier 2 tickets. The End User Service Desk Technician analyzes and resolves Tier 1 and 2 PC and telecom related issues. New employee computer setup services and departing employee computer offboarding; break fix ticket resolution; and basic windows administration tasks such as Identity Management, patching, software installs, and other similar duties as assigned.

Essential Job Functions:

• Receives direction and training from Infrastructure Manager and service assignments from the Service Desk Coordinator.
• Responsible for end user PCs and CISCO phones maintenance and support, including:
  • Builds, deploys, and maintains PCs, including onboarding and offboarding employees' PC bundles and recovery and re-inventory of end user equipment
  • Deploys & maintains CISCO phones.
  • Supports Tier 1 end user requests for service
• Monitors scanners and alerts for uptime availability and performance.
• Monitors tickets for assignments; creates and update tickets accordingly; provides first touch resolution; and assignment of tickets to others or escalation as needed.
• Works assigned service desk tickets and resolves, updates, or escalates accordingly
• Act as a backup/secondary contact to system administrators as needed
• Maintains end user asset inventory for software licenses and hardware and reports when EOQ's need replenishment.
• Provides peripheral and software support for printers, scanners, speakers, microphones, and other devices.
• Maintains the Gold Image, End User Build, and Standards Documentation.
• Repairs and maintains peripheral devices, including monitors, printers, faxes, scanners, toner cartridges, conference room equipment, etc.
• Assists in patching end user devices and updating anti-virus software.
• Maintains and administers setup and access of email accounts and outgoing e-mail delivery assurance including whitelisting.
• Acting as a windows administrator, provides administrative support for certain tasks as assigned.
• Responsible for Warranty and Return Material Authorization management of end user equipment.
• Supports Antivirus policies, updates, and deployment.
• Supports VPN user access.
• Supports Identity Management for changes to access (add, change, or disable) and password resets.
• Assist system and network administrators when needed.
• Complete assigned training for self-development opportunities.
• Reads, comprehends, and adheres to any and all applicable MB&W IT, ISO, and security policies.
• Sitting, standing, squatting, and lifting up to 50 pounds.
• Ability to work occasional overtime as requested by supervisor or manager to support break fix or backlog of work requests.

Full-Time/Part-Time
Full-Time

Shift
Days

Location
Bedford Heights

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.


This position is currently accepting applications.