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