IT Service Delivery Technician
Company: Disability Solutions
Location: Des Moines
Posted on: April 19, 2024
Job Description:
At FHLB Des Moines, we work each day to develop an inclusive
culture that supports and leverages the complexity of a diverse
workforce. This enables us to effectively serve the needs of our
members and help them succeed.Provides high level of customer
service support by handling calls, emails, walk-ups, and ServiceNow
ticket requests. Assists members, sponsors, and employees with
technology questions/needs. Delivers hands-on conference room and
desk-side support. Distributes Bank-wide communication under
direction of manager and/or team lead. Seeks advice/help from
teammates, team lead, and/or manager to grow in ability to
troubleshoot and become more independent in seeking
answers.Accountabilities:
- Document, research and resolve technical problems to ensure
resolution in a timely manner and recommend process
improvements
- Analyze, troubleshoot, and resolve hardware and software issues
involving third-party vendor support, as needed
- Maintain current professional and technical knowledge related
to the field
- Assist with application and OS support, including installations
and updates
- Assist with updating of department documentation ( e.g.,
Knowledge Base Articles, Processes and Procedures, Run Book,
etc.)
- Assist with maintaining software license and asset management
system, as requested
- Perform Service Desk activities including:
- Monitor incident (INC) and request (REQ) queue
- Perform first call resolution or escalation
- Respond to "walk up" requests
- Participate in on call rotation
- Conference room supportQualifications:
- High School diploma required
- 0 -1+ years providing information technology solution,
including 6 months demonstrated strong customer service
experience
- Basic understanding of the ITIL Management Framework
- Demonstrated proficiency with Microsoft Windows 10, Office
Suite, Active Directory, Android and iOS mobile devices, and
ServiceNow
- Familiarity with teleconferencing applications ( e.g., WebEx,
Teams, Zoom), PowerShell, WorkSpace ONE, VMware Horizon, and
vSphere
- Ability to prioritize daily tasks.
- Comfortable working in a team-oriented, collaborative
environment with superior customer focus and creative
problem-solving skills.
- Ability to establish effective rapport with all levels of
employees and consistently provide professional customer service
and training to non-technical users.
- Good communication skills, both written and verbal.Compensation
Range:Annual Salary: $40,680.00 - $45,465.00This salary range
represents the Bank's good faith and reasonable estimate of
possible compensation at the time of hire. Offer to be determined
by selected applicant's education, experience, knowledge, skills &
abilities, as well as internal equity and alignment with market
data. This role is also eligible to participate in the Bank's
annual incentive plan. As part of our competitive Total Rewards
package, the Bank offers 11 paid holidays, 5 weeks of PTO and a
work culture that values work/life balance. Most roles are eligible
for our hybrid work schedule of 3 days per week in office, 2 days
per week work-from-home. We match 100% of the first 6% you
contribute to your 401(k), and provide an additional 4%
non-discretionary contribution to your 401(k) at the end of year.
More information on our Total Rewards program can be found .At FHLB
Des Moines, we celebrate diversity, work to create an inclusive
culture and champion equity in all of our policies and practices.
This enables us to effectively serve the needs of our members and
help them succeed. FHLB Des Moines is proud to be an Equal
Opportunity Employer. We prohibit discrimination on the basis of
race, color, religion, sex (including pregnancy, sexual orientation
or gender identity), national origin, age, disability, veteran
status, genetic information (including family medical history),
status as a parent or any other characteristic protected by
federal, state or local law.
Keywords: Disability Solutions, Ankeny , IT Service Delivery Technician, Professions , Des Moines, Iowa
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