IT Help Desk Technician II

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.
Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.
Summary: Provides professional customer service and technical support to end-users and solves basic and more advanced user hardware and software problems. Serves as the primary resource in handling escalated support questions for the Help Desk Technicians. Communicates, analyzes and troubleshoots routine problems and determines if the situation should involve the network team.
Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Handles escalation calls from the Help Desk Technicians when assistance is needed. Refers complex situations to Team Manager or Network Team.
• Assigns trouble tickets in a timely manner and monitors tickets are being assigned correctly.
• Installs, configures, troubleshoots, repairs and maintains print servers, terminal servers and any others to be defined. Refers complex problems to the Network Administrator.
• To perform Supervisor functions as needed when the Help Desk Team Manager is out.
• Responsible for new hires onboarding in regards to system access and logons. Meets via Zoom prior to orientation or training and verifies access.
• Attends new hire orientation and/or initial training session and assists with user problems.
• Answers User calls to the Help Desk and resolves problems in a timely and professional manner.
• Responds to IT work orders requested via intranet, email or in-person requests for assistance and evaluates/prioritizes work and ensures end-user resolution.
• Determines whether problem is caused by hardware such as printer, cables, or telephone or caused by software configuration or user error.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Network Administrators or manager.
• Logs and tracks calls using IT tracking database and maintains records and related problem documentation.
• Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Responsible for the installation, configuration, troubleshooting, repair and maintenance of workstations, laptops, and peripherals (e.g., software, printers, copiers, and mobile devices).
• Deploys and maintains workstations and laptops including installing operating systems and applications.
• Monitors IT daily jobs for success/failure.
• Installs personal computers, software, and peripheral equipment.
• Completes daily Departmental duties as assigned in a timely and professional manner in accordance with the IT Department standards and to the Computer Operations Managers satisfaction.
• Participates in the IT Department's 24 x 7 on-call rotation and Help Desk support.
• Complies with all company and departmental policies and procedures.
• This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Technical Skills Pursues training and development opportunities.
• Customer Service -Responds promptly to customer needs in a professional manner; Responds to requests for service and assistance and provides follow up as needed. Meets commitments.
• Interpersonal skills Focuses on solving conflict; accepts responsibility - not blaming; Maintains confidentiality.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Written Communication Writes clearly and informatively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Gives and welcomes feedback; Contributes to building a positive team spirit.
• Ethics Treats people with respect; Keeps commitments; Works with integrity and ethically: Upholds organizational values.
• Professionalism - Approaches others in a tactful manner; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Planning/Organizing Prioritizes and plans work activities; Uses time efficiently; Able to work independently.
• Professionalism Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Applies feedback to improve performance.
• Quantity - Meets productivity standards; Completes work in timely manner; Works quickly.
• Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; adheres to attendance policy requirements. Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals.
• Initiative - Asks for and offers help when needed.
• Innovation Generates suggestions for improving work.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience The knowledge, skills and abilities typically acquired through the completion of an associate degree in Computer Science or industry certifications such as A+ or MCSA. Technical training or 3 years experience may be substituted for a degree or certification. One to two years experience working as a Help Desk Technician at Stellantis Financial Services preferred.
Language Skills Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.
Mathematical Skills Ability to add, subtracts, multiply, and divides in all units of measure, using whole numbers, common fractions, and decimals.
Reasoning Ability Able to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Computer Skills To perform this job successfully, an individual should have working knowledge of all Microsoft Windows operating systems and server platforms. Must also have strong Desktop support skills with Windows 10, Microsoft Office 365, Remote Desktop Support, Basic Active Directory management (password resets, account changes, etc.). Computer hardware knowledge of laptops and PC is required.
Other Skills and Abilities: Excellent time management, decision making, prioritization and organization skills. Working knowledge of antivirus and firewall solutions. Proven technical aptitude and proven customer service aptitude.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must frequently lift and/or move up to 20 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision. Travel may be required on occasion to another office/facility.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Stellantis Financial Services is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.
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