Location
Columbia, MO | United States
Job description
Job Details
Job Location Downtown - Columbia, MO
Position Type Full Time
Education Level High School
Travel Percentage Up to 25%
Job Shift Day
Job Category Information Technology
Basic Description : Support Technicians are experienced IT professionals familiar with a Service Desk environment. They are responsible for assisting with challenging tickets, mentoring/training Help Desk Technicians, and taking ownership of higher-level incidents. Support Technicians assist with identifying and tracking problems and trends within the service desk. Support Techs will also help in knowledge creation as unique or new issues arise. Support Technicians will engage in entry level project work, meeting technical goals alongside higher roles and Systems team. We encourage a high level of customer service and focus on customer experience as we deliver technical solutions.
Responsibilities : - Managing incidents through company ticketing system (HaloITSM)
- Remotely assisting company employees via Telephone, chat, email, and remote session.
- Image and prepare computer hardware for deployment within company.
- Install and manage printers on end user devices.
- Assists in end user training on all IT related technologies.
- Support end users with Microsoft Office and Microsoft Windows platforms
- Occasional travel is required.
- Identity and Access Management
- Assists in training of Help Desk Technicians
- Project work alongside Sysadmins and other technical roles
- Knowledge Creation
- Other maintenance duties as assigned.
Qualifications & Skills : - Customer Service focus with a positive attitude and open mindedness
- Passionate about learning and helping others learn
- Organized and ability to manage own workload
- Able to lift and carry 40lbs
- Prolonged periods sitting at a desk and working on a computer.
IF INTERNAL - If started as Help Desk Tech, 1 year in role as Help Desk Tech
- Strong understanding of FBHL's technical environment and systems
- Consistently meetings expectations and KPIs of their role
IF EXTERNAL - Strong understanding of Technology and mortgage business
- 1-2 years in similar role with references
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