Silvergate Capital Corporation (NYSE: SI) is the leading provider of innovative financial infrastructure solutions and services for the growing digital currency industry. The Company’s real-time payments platform, known as the Silvergate Exchange Network, is at the heart of its customer-centric suite of payments, lending and funding solutions serving an expanding class of digital currency companies and investors around the world. Silvergate is enabling the rapid growth of digital currency markets and reshaping global commerce for a digital currency future. Challenging convention by empowering people allows us to exceed expectations for our clients while cultivating an awesome culture.

Under the direction of the Service Desk Manager, the Help Desk Technician's role is to support and maintain organizational computer systems, desktops, and peripherals. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion and provide end-user assistance.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Ensure that desktop connections, ie. network jacks are in proper working order.
• Work with third-party support and PC equipment vendors.
• Perform related duties consistent with the scope and intent of the position Process of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Follow policies and procedures.
• Manage tickets in Service Now ticketing system
• Identify, develop, and implement knowledge-based articles in support of operational duties.

KNOWLEDGE, SKILLS AND ABILITIES

• Associates degree in the field of computer science and/or 8 years equivalent work experience.
• Certification in ITIL 4, HDI professional or combination of training and experience
• Extensive application support experience with Service Now and ITSM
• Extensive knowledge of computer hardware, including laptops, desktop management tools, vulnerability, and patch management experience
• Working knowledge of a range of diagnostic utilities, such as SCCM, AD, GPO’s, Access Controls
• Experience with desktop and server operating systems Windows 10 LTB deployment.
• Familiarity with the advanced principles of ITIL, specifically Incident Management
• Proven track record of developing and providing SLAs and Service Desk deliverables
• Beyond trust remote desktop application
• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Ability to conduct research into […] issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment

BANK SECRECY ACT REQUIREMENTS

Responsible for adhering to the reporting and recordkeeping requirements of the Bank Secrecy Act and Anti-Money Laundering rules and regulations, observing economic sanctions by prohibiting transactions as specified by the Office of Foreign Asset Control (OFAC), following the Company’s customer identification program (CIP) rules, observing all Company policies and procedures relating to BSA, OFAC, CIP, and related acts, and participation in ongoing related training.

WORK CONDITIONS

Standard office environment with a moderate noise level.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is:

• Regularly required to talk or hear
• Required to communicate with customer and coworkers verbally and in writing
• Occasionally required to stand; walk
• Occasionally required to lift up to 25 pounds
• Required to sit for long periods and reach with hands and arms
• Able to read documents, computer screens, reports, other communications and have the ability to adjust focus and close vision.

Management reserves the right to add to, change and revise this description at any time. This description does not include any marginal functions that are incidental to the essential functions. Also, it does not imply that these are the only tasks to be performed by the incumbent. Employees are required to follow any other job-related instructions and to perform any other job-related tasks requested by their supervisor. Any requirement may be modified to reasonably accommodate individuals with disabilities.

Silvergate is an EEO/AA/Disability/Vet

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.