Job Description
The ISD Service Desk Technician and ISD Service Desk Lead extend technical support to all internal employees. Duties include support for customers facing problems related to hardware, software, and networking. They are responsible for troubleshooting problems faced by the end-users of company-issued devices such as PCs, laptops, and mobile phones by identifying issues, analyzing them, and ensuring they are resolved. The ISD Service Desk Technician is the single point of contact for customers to obtain technical support. They install, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including workstations, copiers, printers, and scanners, of all users so that they perform optimally. They create appropriate support documentation to enable users to assist in troubleshooting their own problems. This position is a direct hire and onsite presence is required. After hours and weekend support required on occasion.
The Company
Fusion Auto Finance is a full-service automotive leasing and remarketing company that develops turn-key auto leasing programs with credit unions that generate a high return on investment and high customer satisfaction. Remarketing is the foundation for Fusion, creating a true full-circle business with every detail considered, from origination and servicing to resale and remarketing.
Service Desk Responsibilities & Qualifications
The right candidate will be enthusiastic, personable, and dependable. This individual will provide end-user desktop support remotely to several users at multiple locations running Windows, Exchange and Office 365 environments. The Service Desk staff support onsite clients as well as remotely from the office and will be responsible for technical documentation, assessing, resolving, and/or escalating issues as appropriate. The Service Desk support will escalate all problems to the next level of support for guidance and direction and contacts third-party vendors for warranty service repair. This individual will communicate updates to the IT Coordinator for problems that have been and have not been resolved.
· Experience providing end user remote and onsite support
· Experience repairing computers, phones, networks, servers, and imaging hardware
· Troubleshooting network connectivity and networking equipment for LAN/WAN topologies
· Demonstrate a working knowledge of operating systems and application installations, commonly used Internet browsers, and Microsoft applications, Active Directory, Group Policy & User Profile Management
· Train clients on basic computer knowledge
· Assist users with remote access and VPN solutions
· Utilize electronic ticketing systems to track user issues, document support provided, and appropriately escalate issues
· Monitor services and report of outages
· Break-fix support, changing system boards, HDDs, laptop LCDs, etc.
· Experience in receiving equipment, deployment and installation of switches, routers, servers, and storage
· Familiarity of power generation, medium/low voltage power distribution including facility/floor based and cabinet based PDU's, ATS's, and UPS's
· Troubleshoot, install, maintain, and operate data closets, including rack drawings, hot/cold containment, fiber and copper infrastructure, circuit distribution, power requirements, and cable plant pathways
· Ship and track equipment to remote users and track returns, manage asset inventory, and document activities in the electronic ticketing system
Service Desk Lead Requirements
· The ISD Service Desk Lead possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring original and innovative thought to determine the best course of action to accomplish tasks.
· ISD Service Desk Lead possesses and applies wide-ranging knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates Service Desk performance results and recommends improvements and changes affecting growth and success. The ISD Service Desk Lead will also function as a technical expert across multiple project assignments. This position supervises the Service Desk Technicians.
Qualifications
· 2+ years of related experience, or AA degree, or equivalent combination of education and experience
· A+ certification or equivalent experience
· Solid experience and understanding of basic IT services and products
· Demonstrated troubleshooting skills of both hardware and software solutions
· Drive to develop a solid knowledge base of best practices and problem resolutions
· Must be independent, problem-solving, and self-directing with strong documentation skills
· Must be an effective communicator, relatable with customers and display impeccable follow-through
Job Types: Full-time, Permanent
Pay: $35,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Weekends as needed
People with a criminal record are encouraged to apply
Experience:
- Help desk: 2 years (Required)
Ability to Commute:
- Bedford, TX 76022 (Required)
Work Location: In person