Mariner Finance

Position: Service Desk Technician II

Hours of Work:

Full-time, Non-Exempt

Supervisory Responsibility: None

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). This position is responsible for managing and overseeing specific IT Service Desk functions and projects, ensuring ongoing goals and service level agreements (SLAs) are achieved. The Service Desk Technician II interacts with other IT teams, business units, and technology vendors and partners to accomplish goals.

Responsibilities:

• Achieves goals in support of SLAs, client satisfaction surveys, and completed incidents/requests. Oversight for end user, queue monitoring for ticket submissions, opens 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.
• Oversees IT ticket escalation process to other support teams in accordance with SLA guidelines. Responsible for escalation to direct or senior management when necessary.
• Works in a Service Desk Technician capacity while providing guidance, mentorship, and support for Service Desk team members.
• Recommends and implements change to improve service levels and create process improvements for Service Desk staff.
• Trains and oversees work of assigned interns and contractors for special projects, to include ticket assignment and resolution when necessary.
• Acts as the desk side support contact for IT support company-wide via telephone, email, instant message, or ticketing system.
• Configures, installs, and troubleshoots hardware, software, applications, and peripherals.
• Responsible for branch equipment provisioning and shipments as it relates to NBO’s, relocations, consolidations and remodels.
• Responsible for PC standards, imaging standards, software packaging, and automation where applicable.
• Manages IT asset assignment and protocols:
  1. Oversees all inventory controls (tracking and stocking all IT equipment, monthly cost avoidance, cost reductions, etc.)
  2. Maintains equipment storage organization and cleanliness
  3. Allocates and fulfills equipment requests.
  4. Oversees equipment disposals, receivables, and deliveries to remote locations.
• Responsible, as requested, for maintaining and reporting on Service Desk metrics and automating and scripting manual tasks at the Service Desk.
• Provides evening and weekend support (off-hours support) as assigned.
• Administers Service Desk Standard Operating Procedures (SOP) documentation.
• Communicates company IT policies and standards.
• Complies with corporate IT Service Management and Service Desk policies, procedures, and directives.
• Stays current with Information Technology systems and industry levels.
• May perform additional functions depending on market demand and staffing in order to provide consistent quality customer service.

Required Qualifications:

• Minimum of three (3) years of experience in a Service Desk Technician or Senior IT role.
• Associate’s degree in Information Technology or related field; Information Technology certifications can be substituted for Associate’s degree.
• ITIL experience.
• Maintains Service Desk knowledge (base system, content, and life cycle process).
• 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 grEwing business function.
• Effective communication skills (written & verbal).
• Report to the headquarters office at least 50% of the week to fulfill position responsibilities.

Preferred Qualifications:

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

#LI-JA2 #LI-Hybrid IND1

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit for extended periods; reach with hands and arms; and talk or hear. The employee is required to be physically present in the office. The employee is occasionally required to stand and walk. 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.

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 of without notice.

Compensation: Hourly Rate (commensurate with experience)

Benefits: Mariner Finance offers comprehensive benefits to eligible employees, including:

• Health Insurance - Health Savings Account (HSA) with employer contributions if enrolled in a qualifying plan, Flexible Spending Account (FSA), and Dependent Care FSA
• Vision Insurance
• Dental Insurance
• Company-paid Basic Life, Long-Term Disability, and AD&D Insurance
• Voluntary worksite benefits including Accident, Critical Illness, Hospital Indemnity, Short-Term Disability, Supplemental Life, and Supplemental AD&D Insurance
• 401(k) and Company Matching Contributions
• Paid Time Off - full-time employees may accrue a minimum of 120 hours per year
• 11 Paid Holidays
• FMLA
• Employee Assistance Program (EAP)
• Paid Parental Leave
• Referral Incentives
• Education Assistance Program
• Complimentary FIMC Membership Plan
• Access to industry-specific training programs
• Certain roles may qualify for additional benefits such as Relocation Assistance, Debt Assistance, Cell Phone Reimbursement, and Travel/Auto Reimbursement. Contact careers@marinerfinance.com for additional information.

Benefits provided are consistent with applicable state laws and Company policies. Eligibility may vary based on full-time or part-time status, location, or management level.

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

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.

Mariner Finance, LLC | NMLS #166564

8211 Town Center Dr, Nottingham, MD 21236, USA