Service Desk Technician

Ccf Holdings - Dublin, OH

Full-time - Entry Level

Onsite - Dublin, OH

1,001-5,000 employees

Credit Intermediation and Related Activities

About the position

The Service Desk Technician at Community Choice Financial is responsible for providing first-level support for PCs, software applications, and network connectivity, ensuring a high level of customer service and first call resolution. This role involves documenting customer interactions, troubleshooting issues, and acting as a central point of contact between customers and IT. The position requires in-person attendance at the Dublin, OH office for most of the week, with remote work on Saturdays.

Responsibilities

• Utilize the company's issue tracking system to document customer contacts, issues, and requests.
• Ensure proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues.
• Act as central point of contact between the customer and IT.
• Adhere to workflow and service level expectations between teams to resolve issues in a timely manner.
• Utilize IT knowledgebase as a part of troubleshooting and researching customer issues and share knowledge with customers and colleagues.
• May participate in release/regression testing of proprietary applications.

Requirements

• Associate's degree or equivalent experience.
• Minimum of one year of related work experience in a customer service environment required.
• Good understanding of common desktop operating systems, software, and hardware products such as Windows XP, Outlook, Internet Explorer, Office 2003/2010, Dell PCs/laptops, and network printers required.
• Good understanding of Active Directory and experience performing basic functions such as permissions and password changes required.
• Experience performing basic network troubleshooting in an enterprise.
• Experience with Citrix and Citrix Management Console is a plus.
• Basic understanding of Exchange is a plus.
• Must be team oriented and have good customer service/communication skills.
• Ability to adjust to changing priorities, circumstances and direction required.

Nice-to-haves

• Microsoft Certified Professional, Network + and/or A+ Certification preferred.

Benefits

• Wellness program
• Health savings account
• AD&D insurance
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Paid time off
• Vision insurance
• 401(k) matching
• Life insurance
• Pet insurance