Service Desk Specialist

The Opportunity:
The Fisher Investments Australasia Pty Ltd IT Service Desk Specialist provides in-depth desktop support to the Company and its employees. Your main responsibilities include troubleshooting, diagnosing and resolving complex PC and network problems. The Service Desk Specialist is a resource and first point of escalation to IT Service Desk Associates.
The Day-to-Day:

Provide Tier 1 and Tier 2 support to end-users (onsite and remote)
Perform installation, repair, and preventative maintenance of end-user software and hardware
Racking, installation and maintenance of data center hardware
Infrastructure cabling
Establish network connectivity and hardware and software configuration
Support third-party software applications
Support mobile phones and tablets
Support A/V Equipment
Responsible for tracking, resolving, or escalating all incidents and requests in ServiceNow appropriately
Complete physical end-user inter- and intra- office relocation services
Responsible for software pushes and desktop imaging
Help develop and improve the Service Desk's efficiency and customer service rating
Orders equipment and services for employee business usage
On-call and after-hours support
Vendor Management

Your Qualifications:

Bachelor's degree, technical certifications or combination of education and hands-on experience required
3-5 years' experience in IT and Infrastructure and Operations
A+ Certification
Expertise in Problem Management, Incident Management, Configuration Management, and the overall Information Technology Infrastructure Library (ITIL) framework
Familiarity with Data Centers and IDFs
Expertise in decision-making/troubleshooting
Excellent customer service skills required
Ability to work through requests of end-users

Benefits:

100% paid premiums for our top-tier supplemental healthcare plan (includes medical, dental, vision) for employees and their qualified dependents
Super contributions at the applicable superannuation guarantee percentage specified in superannuation legislation up to the maximum superannuation contribution base
20 days of annual leave, in addition to 10 paid holidays
Employee Assistance Program and other emotional wellbeing services
$10,000 fertility, hormonal health and family-forming benefit
A collaborative working environment that practises ongoing training, educational support and employee appreciation events

Employees residing outside of the US will be eligible for the $10,000 equivalent in their local currency.
FISHER INVESTMENTS AUSTRALIA IS AN EQUAL OPPORTUNITY EMPLOYER
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