Service Desk Technician II

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions.

We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here!

SUMMARY/OBJECTIVES

It is the responsibility of the IT Service Desk Tech II to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.This position will be based at our Birmingham, AL office.

ESSENTIAL FUNCTIONS

• Performs onsite visits or remote troubleshooting at the desktop level, including installing and upgrading software, installing hardware (computers, docking stations, printers etc), and configuring systems and applications.

• Demonstrates creative problem-solving and critical thinking while utilizing advanced knowledge of PC, mobile device, hardware, software configurations, operating systems and Incident Management to resolve deep technical environment issues and implementation support.

• Performs data mining and analysis to identify trends and opportunities to drive continuous improvement.

• Field incoming requests to the Service Desk via telephone, e-mail and chat to ensure courteous, timely and effective resolution of end user issues.

• Coordinates and executes small projects, such as PC Refresh, Printer replacements and application deployments.

• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

• Identifies process and service improvement ideas with a continuous learning and improvement mindset.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow ups to help requests.

• Develop help sheets, Knowledge Base and FAQ lists for end users.

• Record, track and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

• Ability to absorb and retain information quickly.

• Highly self-motivated and directed.

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

• Proven analytical and problem-solving abilities.

• Strong customer service skills and mindset.

• Keen attention to detail, including proficiency in clear and understandable ticket documentation.

• Experience working in a team-oriented, collaborative, and fast-paced environment.

Qualifications, Education, and Certification Requirements

• Education: Bachelor's degree in IT or related field, or equivalent experience

• Experience: 4-6 years of technical support experience

• Experience with applying OS images and installation of software.

• Expert knowledge of computer hardware, software, and networking concepts

• Exceptional communication skills and ability to work well in a team

• Expert knowledge of Microsoft Office applications

• Expert troubleshooting skills to diagnose and resolve simple technical issues

• Expert knowledge of mobile devices and applications

• Ability to follow documented procedures and instructions

• Certifications/Specific Knowledge: Excellent interpersonal skills, advanced computer skills, ability to read, write, speak, and understand English.

TRAINING REQUIREMENTS/CLASSES

• On the job training and any additional training as needed. Required annual compliance training.

• New Employee Orientation as well as continual update of processes of banking systems.

PHYSICAL DEMANDS

• This position requires a large amount of time in front of a computer. This can be done sitting or standing with use of the right desk.

• This position requires lifting and transporting of moderately heavy objects, such as computers and peripherals. This position requires the ability to drive a company vehicle to and from other locations. This position may require bending and reaching.

• Must be able to effectively access and interpret information on computer screens, documents, and reports.

WORK ENVIRONMENT

This position is located in a cubicle environment that may be loud throughout the day.

When working remotely, must have a secure home office environment that is free from background noise and distractions. They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred. Requirements are subject to change, as new systems and technology is delivered. Travel may be required to come to meetings as needed.

#LI-Onsite

Equal Opportunity Employer, including disabled/veterans.