Service Desk Technician I

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.

In this role, you will...

Perform computer, workstation, hardware and software installation, configuration, troubleshooting, and repair at remote branches and headquarters.

Responsibilities and Duties:

• Provide internal clients with first-level IT support company-wide via telephone or email.
• Create tickets and document all activities in helpdesk ticketing systems.
• Troubleshoot and resolve hardware, software, applications, network, user access, or related issues.
• Escalate complex problems or unresolved issues to next level of support.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Utilize and become proficient with Navigant’s standard support tools (i.e. GPS, CIM).
• Address client questions using available information resources.
• Configure and install hardware, software and applications.
• 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 process changes as needed to improve service levels.
• Stay current with information technology systems and industry levels.
• Provide evening and weekend support (off-hours support) as assigned on a rotating basis.
• Create/maintain support documentation and procedures.
• 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.
• Two (2) years of experience in a Help Desk or IT support role.
• Strong time management and communication 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.
• Experience with Windows 10 and server 2012.
• Bilingual fluency in Spanish/English (speak, read, write).

Hours of Work:

Monday through Friday.

Work hours will depend on the business hours of the time zone serviced.

To the extent permitted by law, the Company may, in its sole discretion, change the work schedule to address business needs.

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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