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Service Desk Support Technician
2 months ago
SWBC is seeking a talented individual to provide internal and external support to SWBC employees, contractors, and customers for problem resolution and technical assistance with issues related to computer systems, hardware, and software; effectively respond to calls and inquiries within our ticketing system (ServiceNow); documents incidents with high expectations for first call resolution; In this role, the Service Desk Analyst is a great entry level IT role; You will also gain experience in customer service, documentation, call center software and the ServiceNow ticketing system. All while learning the various complexities of our software and hardware platforms.
Analyzes, troubleshoots, and resolves technical issues pertaining to computer systems, hardware, and software, via ServiceNow portal tickets, phone, and online chat.
Provides thorough, detailed, and professional documentation for all incidents and requests for all forms of communications including calls, chats, and portal tickets.
Attends all Service Desk meetings and contributes as a team member in an effort to meet KPIs.
Maintains high level of customer service while responding to queries and provides troubleshooting support to all SWBC employees and customers.
Minimum of two (2) years in IT service desk support, call center support, incident management, or related experience.
Certifications in CompTIA A+, ITIL or HDI preferred.
Working knowledge of IT technical terminology and Active Directory.
Strong customer service skills.
Proficient skills in troubleshooting and supporting MS Office 365 computer applications such as MS Outlook, Teams, Word, and Excel, including the MS Windows 10/11 operating systems and other industry standard software. Also able to support Apple computers and products.
Working knowledge of general office equipment such as phone systems, copiers, scanners, and mobile devices.
Ability to maintain high quality standards, work efficiently during critical situations, and learn and adapt to new and changing environments.
Able to sit for long periods of time providing support, troubleshooting, performing updates, and executing other related activities.
of files, supplies, documents, or other related items.
Years of Service awards
Career enhancement and growth opportunities
Traditional and Roth 401(k) retirement plans
SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
To learn more about SWBC, visit our website at If interested, please click the appropriate apply button.
