Exeter Finance
Senior Service Desk Specialist
Irving, TX · Senior
Sponsorship not specified$31k-$43kDetected 14 days ago
Process ImprovementCustomer SupportLeadershipCollaborationMentoringMicrosoft Teams
About the role
- Mentorship and Knowledge Sharing: Mentor junior analysts, provide technical guidance, and promote consistent service standards and best practices across the team.
Responsibilities
- Diagnose, resolve, and escalate advanced hardware, software, network, and endpoint issues; perform root cause analysis and implement long-term solutions.
- Manage ticket queues, prioritize incidents, and ensure SLA adherence; serve as a senior escalation resource for critical or high-impact issues.
- Deliver high-touch, desk-side technical support to executive leadership; coordinate executive readiness, device setup, and support for sensitive or high-visibility situations.
- Develop and maintain knowledge articles, RACI documentation, and standard operating procedures; identify trends and implement improvements to enhance service delivery.
- Troubleshoot and Resolve Complex Issues: Diagnose, resolve, and escalate advanced hardware, software, network, and endpoint issues; perform root cause analysis and implement long-term solutions.
- Service Desk Operations and Escalation Management: Manage ticket queues, prioritize incidents, and ensure SLA adherence; serve as a senior escalation resource for critical or high-impact issues.
- Executive and White-Glove Support: Deliver high-touch, desk-side technical support to executive leadership; coordinate executive readiness, device setup, and support for sensitive or high-visibility situations.
- Process Improvement and Documentation: Develop and maintain knowledge articles, RACI documentation, and standard operating procedures; identify trends and implement improvements to enhance service delivery.
- Cross-Functional Collaboration: Partner with Infrastructure, Security, and End-User Computing teams to improve system performance, service reliability, and user experience.
- Experience utilizing IT service management (ITSM) tools (e.g., ServiceNow) to manage incidents, requests, and service delivery workflows
Requirements
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field
- Minimum 3-5 years of experience in Service Desk, desktop support, or executive technical support, including independent troubleshooting and escalation handling responsibilities
- Advanced knowledge of Windows and macOS operating systems, including device configuration, troubleshooting, and maintenance
Skills
- Experience administering and supporting enterprise collaboration and productivity tools, including Microsoft Teams and Zoom
- Experience supporting enterprise AI tools (e.g., Claude, Copilot, ChatGPT Enterprise), including user enablement and issue resolution
- skill set, experience, qualifications and other job-related reasons.
Compensation
- The pay range for this role is $31.00 - $42.95 hourly.
Benefits
- Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent combination of education and relevant work experience
Company info
- At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase.
Equal opportunity
- Exeter Finance LLC is an Equal Opportunity Employer.
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This listing is sourced directly from Exeter Finance's careers page and normalized into a canonical job model.