- Act as first and second point of contact with users while maintaining a professional and helpful attitude with all users and at all times.
- Diagnose and resolve technical hardware and software issues, including desktops, laptops, printers, mobile devices, and software applications.
- Escalate complex issues to the appropriate support teams or higher-level technicians while ensuring timely resolution and follow-up with end-users.
- Accurately document all support interactions, including issue details, troubleshooting steps, and resolutions, in the ticketing system.
- Provide guidance and basic training to end-users on using various hardware and software systems effectively.
- Assist with the setup, configuration, and deployment of desktops, laptops, peripherals, and software applications.
- Perform routine maintenance tasks, such as software updates, patches, and antivirus scans, to ensure system security and performance.
- Manage user accounts, permissions, and access rights in accordance with company policies and procedures.
- Stay updated on the latest technology trends, troubleshooting techniques, and best practices to continuously improve technical skills and knowledge.
- Education: High school diploma or equivalent; additional technical certifications or training is a plus.
- Experience: 2-4 years of experience in a technical support role or customer service environment.
- Technical Skills: Proficiency in troubleshooting common hardware and software issues, including Windows and/or macOS operating systems, Microsoft Office Suite, email clients, and network connectivity.
- Communication Skills: Excellent verbal and written communication skills with the ability to convey technical information to non-technical users clearly and effectively.
- Customer Focus: Strong customer service orientation with a patient and empathetic approach to handling end-user inquiries and issues.
- Problem-Solving: Analytical mindset with the ability to identify root causes of technical problems and implement effective solutions.
- Team Player: Collaborative attitude with the ability to work independently as well as part of a team in a fast-paced environment.
- Adaptability: Flexibility to adapt to changing priorities and multitask effectively while maintaining attention to detail.
- Professionalism: Professional demeanor with a commitment to confidentiality, integrity, and ethical conduct in handling sensitive information and interactions with end-users.
- Proficiency with the following technologies is a plus:
- PowerShell
- Office365
- AzureAD/EntraID
- Intune
- ServiceNow
- Excellent communication and interpersonal skills to provide exceptional customer service.
- Proficiency in Windows operating systems and a wide range of software applications, including Microsoft M365.
- Skilled troubleshooter with the ability to diagnose and resolve complex technical issues.
- Strong understanding of client-side computing concepts, including networking and security.
- Demonstrates innovative problem-solving abilities to develop creative solutions for users.
- Adherence to best practices to ensure compliance with regulations and internal security policies.
- Time management and prioritization skills to manage multiple tasks and meet deadlines.
- Detail-oriented with a willingness to learn new technologies and processes.
- Ability to work independently and collaboratively.
- Proficient in basic report and correspondence creation and analysis.
- Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of time
- Some stress may occur
- Travel is not generally required
- This position reports typically reports to a supervisor or manager and supervises no one
- Job Family Technology
- Job Function Tech I
- Pay Type Hourly
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Description
Merrick Bank employees share in our mission to delight our customers and empower underserved consumers to achieve their credit goals. In return, we delight our associates; ensuring they are noticed, heard, appreciated and understand the importance of their role(s). For over 20 years, our Guiding Principles of; doing the right thing, putting the customer first, and Earn, Learn, Have Fun (aka E.L.F.), have defined who we are as an Employer of Choice. Give Yourself Credit, Work at Merrick
We're seeking a motivated Help Desk Support Technician (Level 1) to join our IT support team. In this role, you'll play a crucial role in supporting our customers, addressing their technical issues with efficiency and professionalism. Your proficiency in Windows systems and software applications will empower you to troubleshoot problems effectively, offer clear guidance, and ensure timely resolution. Your commitment to delivering excellent customer service and your agility in tackling new challenges will be invaluable assets to our team. Come aboard and be a valued member of our dynamic support team today.
Essential Functions:
We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite. Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location. Our benefits offerings include medical, dental, vision, life insurance, 401(k) plan with company match, paid vacation time, sick time, as well as other benefits and programs to meet the needs of our employees. Further details will be shared during the interview or offer process, as appropriate and applicable.
We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic. We will conduct a thorough background check for all hires in compliance with applicable law which includes (but may not be limited to) a review of factors including drug testing and employment/personal references.
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