Desktop Support

We are a leading national consumer finance company with a 15-year legacy of stability and success. Following our recent acquisition and the appointment of a new CEO, we are entering a transformative chapter. Pivoting toward a high-growth, tech-forward, and entrepreneurial future. We are seeking a Support Technician that has a strong knowledge of personal computing, computer hardware and software, and a passion to develop their career with IT. ______________________________________________________________________________________________________________________________________________ Key Responsibilities Support the user community daily. Support corporate applications; internal local and remote corporate desktops and laptops, remote and traveling users, email, and system access. Update tickets in the help desk tracking system. Utilize excellent customer service skills and ensure proper recording, documentation, and closure of support tickets, while growing their knowledge of help desk procedures, products, and services. Monitor and manage phone calls, ticket queue, voicemail, and other means of support item's entry to the service desk. Answer and handle calls in the service desk queue within abandon rate, talk time, speed to answer, and other departmental targets. Addresses the more complex tickets that level I & II Team Members cannot resolve. Works closely with the Endpoint Engineering team to keep up to date on new software and patches/upgrades. Identifies trends in incidents and problems. Assists the level I & II Team Members with day-to-day tickets and responsibilities. Utilize the ticketing system and project management software to complete tasks and projects. Support corporate applications; internal local and remote corporate desktops and laptops, remote and traveling users, email, and system access. Research complicated technical problems. Work with vendors and third parties to resolve issues. Triage incident and problem tickets for support services. Keep IT documentation, procedure, and knowledge base information up to date. Assist with the inventory management of software licenses, software, hardware, and other IT supplies. Assist with facility and IT Infrastructure support items as local Team Member. Manages Role Based Access with Active Directory, Entra ID, and user accounts within other applications. Set up computers for new users and ensure the delivery of equipment to users in different locations as necessary. Brings new ideas and innovation to the team. Works independently on complex IT issues. Document events including all system changes, user issues, and system errors within IT Ticket System. ______________________________________________________________________________________________________________________________________________ Who You Are An individual who displays a helpful attitude toward all other Team Members. The ideal candidate demonstrates flexibility in their day-to-day work. A Team Member that responds positively to all tasks assigned. Detailed and process oriented. ______________________________________________________________________________________________________________________________________________ Qualifications Experience: 3-5 years in IT Helpdesk/Desktop Support Specialist capacity required. Experience with Support Servicing/Ticket Systems Industry Context: Knowledge of Windows Platforms (10 and 11), Microsoft Office 365 Suite, SCCM, Active Directory, Entra ID, Azure, InTune, Apple iOS (iPhone and iPad), experience with Support Servicing/Ticket Systems, and computer hardware and configuration setup. Education: High school diploma or general education degree (GED) required. Certificates and Licenses: A+ or similar Network+ or similar Security+ or similar Technical, analytical, and interpersonal skills required. The ability to work independently when assigned a task and follow it through to completion. Ability to make sound, quick decisions to recover application availability to customers. Ability to communicate in an understandable, polite, and friendly manner, both written and verbal. Strong organizational skills and the ability to accurately multi-task in a mid-sized enterprise environment. ______________________________________________________________________________________________________________________________________________ Location & Work Schedule Location: This role is hybrid at our Tempe, AZ location being on-site at least four days per week with travel required to the other company locations as necessary for facility site visits, site surveys, and moves/adds/changes. Schedule: Monday-Friday with rotating Saturday shift. On Saturday work week, Wednesday is used as day off for Saturday shift. Ability to work overtime/weekends as necessary. ______________________________________________________________________________________________________________________________________________ Why Join Us? This unique moment to join a company with a solid foundation that is pivotally investing in technology. You will have the opportunity to be a part of the transformation and accelerate your career. #J-18808-Ljbffr