Service Desk Technician II

Mariner Finance

. Provide second-level functions and escalation support for the IT Service Desk, including computer, workstation, hardware, and software installation, configuration, troubleshooting, and repair at headquarters and remote branch offices .

Posted 11/5/2026full-timePlano • Texas • United StatesMid-LevelSenior💰 $25 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Service Desk operations, including troubleshooting hardware and software issues, managing ticket queues, and ensuring compliance with ITIL standards. Proficient in training and mentoring team members while maintaining high levels of customer service and communication.

Highest-signal resume keywords

ITIL ExperienceHelp Desk Support ExperienceMicrosoft Active Directory AdministrationIT Service Management ToolsTroubleshooting Hardware and Software

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Troubleshooting HardwareTroubleshooting SoftwareOperating Systems SupportDevice ConfigurationPeripheral SupportScripting (Batch Files, PowerShell)Service Desk KnowledgePC Imaging StandardsAutomationInventory Management

Soft Skills

Time ManagementOrganization SkillsWritten CommunicationVerbal CommunicationCustomer Service Orientation

Tools & Technologies

IT Service Management ToolsMicrosoft ExchangeWindows 10VoIP TechnologyAudio and Video Conferencing

Certifications & Qualifications

Information Technology CertificationsAssociate’s Degree in Information Technology

Industry Keywords

Service DeskTicketing SystemService Level AgreementsCorporate IT PoliciesTechnical Support

Tech Stack

Tools & technologies

ITSMVoIP

About the role

Key responsibilities & impact

Provide second-level functions and escalation support for the IT Service Desk, including computer, workstation, hardware, and software installation, configuration, troubleshooting, and repair at headquarters and remote branch offices
Manage and oversee specific IT Service Desk functions and projects, ensuring goals and service level agreements (SLAs) are achieved
Interact with IT teams, business units, technology vendors, and partners to accomplish goals
Monitor ticket queues, route and distribute open problems, and manage closure and follow-up assignments
Oversee ticket escalation to other support teams and escalate to direct or senior management when necessary
Provide guidance, mentorship, and support for Service Desk team members
Train and oversee interns and contractors for special projects
Act as deskside support contact for company-wide IT support via telephone, email, or ticketing system
Configure, install, and troubleshoot hardware, software, applications, and peripherals
Provision and ship branch equipment for new branch openings, relocations, consolidations, and remodels
Maintain PC and imaging standards, software packaging, and automation where applicable
Manage IT asset assignment, inventory controls, equipment storage, requests, disposals, receivables, and deliveries to remote locations
Maintain and report on Service Desk metrics and automate or script manual tasks
Comply with corporate IT Service Management and Service Desk policies, procedures, and directives
Recommend and implement changes to improve service levels and Service Desk processes
Provide evening and weekend off-hour support as assigned
Administer Service Desk Standard Operating Procedures documentation
Communicate company IT policies and standards
Perform additional functions as needed to provide consistent quality customer service

Requirements

What you’ll need

Associate’s degree in Information Technology or related field; Information Technology certifications can be substituted for Associate’s degree
Minimum of four (4) years of experience in a Help Desk or IT support role
ITIL experience
Service Desk knowledge (base system, content, and life cycle process)
Proficiency troubleshooting hardware, software, operating systems, and end-user applications, including device configuration and peripheral support
Experience with IT Service Management (ITSM) tools
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 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: Bachelor’s degree in Information Technology or related field
Preferred: Experience with scripting such as batch files and PowerShell
Ability to work the listed Monday-Friday schedule, including evening hours
Ability to be physically present in the office
Ability to occasionally lift and/or move up to twenty (20) pounds

Benefits

Comp & perks

Benefits package for all full-time employees
Monetary compensation
Benefits information available at https://www.marinerfinance.com/careers/benefits/
Equal Opportunity Employer
Reasonable accommodations for employees with disabilities, absent undue hardship
Drug/Alcohol/Smoke-free workplace