Service Desk Technician II

Base Salary Range

USD $24.90 - USD $31.00 /Hr.

Join Mariner Finance!

Since 1927, the Mariner Finance family of companies has provided customers with creative, flexible, and convenient lending options. Headquartered in Baltimore, Mariner Finance operates coast-to-coast with physical locations in over half the states. With a growing number of employees, superior customer service remains the cornerstone of our business, and we pride ourselves in delivering a variety of loans with an enhanced focus on exceptional service. We work with customers to find options that are beneficial to their specific needs, which is why we are recognized by our customers as one of the community’s consumer finance companies of choice.

Benefits:

For information regarding our benefits, please visit: https://www.marinerfinance.com/careers/benefits/

All full time employees are provided with a generous benefits package in addition to their monetary compensation. Learn more about it today.

Job Details

***Candidates within a 60-mile radius of our offices in Baltimore or Plano will be required to work onsite Monday-Thursday ***

In this role, you will...

Provide second-level functions and escalation support for the IT Service Desk (computer, workstation, hardware, and software installation, configuration, troubleshooting, and repair at headquarters and remote branch offices). Responsible for managing and overseeing specific IT Service Desk functions and projects, ensuring ongoing goals and service level agreements (SLAs) are achieved. Interact with other IT teams, business units and technology vendors and partners to accomplish goals.

Responsibilities and Duties:

• Achieve goals in support of SLA’s, client satisfaction surveys and completed incidents/requests.
• Oversight for end user, queue monitoring for ticket submissions, open problems routing and distribution to team members, closure and follow-up assignments to ensure customer satisfaction levels are met consistently in accordance with IT SLAs.
• Oversee IT ticket escalation process to other support teams in accordance with SLA guidelines. Responsible for escalation to direct or senior management when necessary.
• Provide guidance, mentorship and support for Service Desk team members.
• Train and oversee work of assigned interns and contractors for special projects, to include ticket assignment and resolution when necessary.
• Act as the deskside support contact for IT support company-wide via telephone, email or ticketing system.
• Configure, install, and troubleshoot hardware, software, applications and peripherals.
• Responsible for branch equipment provisioning and shipments as it relates to new branch openings, relocations, consolidations and remodels.
• Responsible for PC standards, imaging standards, software packaging and automation where applicable.
• Manage IT asset assignment and protocols:
  • Oversee all inventory controls (tracking and stocking all IT equipment, monthly cost avoidance, cost reductions, etc.)
  • Maintain equipment storage organization and cleanliness
  • Allocate and fulfill equipment requests.
  • Oversee equipment disposals, receivables, and deliveries to remote locations.
• Responsible for maintaining and reporting on Service Desk metrics and automating and scripting manual tasks at the Service Desk.
• Comply with corporate IT Service Management and Service Desk policies, procedures and directives.
• Achieve metrics in support of service level agreements, client satisfaction surveys and completed incidents/requests.
• Recommend and implement change to improve service levels and create process improvements for Service Desk staff.
• Stay current with Information Technology systems and industry levels.
• Provide evening and weekend support (off-hour support) as assigned.
• Administer Service Desk Standard Operating Procedures (SOP) documentation.
• Communicate company IT policies and standards.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Required Qualifications:

• Associate’s degree in Information Technology or related field; Information Technology certifications can be substituted for Associate’s degree.
• Minimum of four (4) years of experience in a Help Desk or IT support role.
• ITIL experience.
• Service Desk knowledge (base system, content, and life cycle process).
• Proficiency troubleshooting hardware, software, operating systems, and end-user applications, including device configuration and peripheral support.
• Experience with IT Service Management (ITSM) tools.
• Experience with Microsoft Active Directory, Exchange, Server 2012, Office, and Windows 10 administration.
• Basic knowledge of VoIP technology, mobile device administration, audio and video conferencing.
• Strong time management and organization skills to support growing business function.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences.
• Strong customer service orientation with the ability to handle technical issues professionally and empathetically.

Preferred Qualifications:

• Bachelor’s degree in Information Technology or related field.
• Experience with scripting such as batch files and PowerShell.

Hours of Work:

Monday

Tuesday

Wednesday

Thursday

Friday

10:00-6:30

11:00-7:30

10:00-6:30

10:30-7:00

12:30-9:00

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit for extended periods; reach with hands and arms; operate computer and phone systems; and talk or hear. The employee is occasionally required to move about. The employee is required to be physically present in the office. The employee must occasionally lift and/or move up to twenty (20) pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

EEO:

Mariner Finance is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, creed, sex, gender, gender identity or expression, marital status, age, religion, national origin, sexual orientation, familial or caregiver status, citizenship status, status as a victim of domestic violence, medical condition, genetic information, pregnancy, physical or mental disability, or status as a disabled or Vietnam era veteran. Employee must be able to perform the essential duties/functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential duties/functions of their job, absent undue hardship. Drug/Alcohol/Smoke-free workplace.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time or without notice.

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