IT Service Delivery Technician

IT Service Delivery Technician page is loaded## IT Service Delivery Technician locations:
Des Moinestime type:
Full time posted on:
Posted 7 Days Agojob requisition :
REQ
00640

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 Service Now tickets. Assists members, sponsors, and employees with technology questions/needs. Delivers hands-on conference room and desk-side support. Authors and 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 work independently.
** Accountabilities:
**** Responsibilities/Duties/Function/Tasks:
*** Perform first-call resolution or escalation for Service Desk requests
* 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
* Provide hands-on conference room, desk-side and walk-up support
* Perform desktop hardware services and repairs, including imaging and remote assistance
* Deploy images and App Stacks
* Manage virtual desktop sessions, entitlements, and application assignments
* Install and configure software
* Monitor systems daily to ensure environment uptime and stability
* Report on key service delivery data for monthly reporting KPI/KRI monthly for the Board of Directors
* Become proficient in understanding applications used within the Bank
* Utilize scripts to resolve more complex technical issues
* Provide first-line defense by authenticating users before accessing essential systems, including performing Account Enablement, Password Resets, enrollment in Multi-Factor Authentication (MFA) and mobile device management.
* Assist with the root cause analysis for service interruptions
* Develop Subject Matter Expertise (SME) in Service Now Incident, Request and Knowledge modules
* Responsible for updating records in asset management system, following asset management procedures
* Collaborate with other teams and management to communicate and resolve issues
* Maintain current professional and technical knowledge related to the field
* Assist with application and operating system (OS) support, including installations and updates
* Create and update department documentation (e.g., Knowledge Base Articles, Processes and Procedures, Run Books, etc.)
* Assist with maintaining software licensing and asset management system, as requested
* Participate in on-call rotation
* Perform other duties as assigned
** Requirements:
*** High School diploma required; 2-year or 4-year college degree in business or technical area preferred
* 2+ years providing information technology support, including 1 year demonstrated strong customer service experience
* Basic understanding of the ITIL Management Framework
* Demonstrated proficiency with Microsoft Windows OS, O365, Active Directory, Android and iOS mobile devices, and Service Now
* Competent with teleconferencing applications (e.g., Webex, Teams, Zoom)
* Experience with scripting tools such as Power Shell preferred
* Experience with mobile device management tools such as Workspace ONE preferred
* Experience with virtual desktop management tools such as Omnissa Horizon, and vSphere and App Volumes preferred
* 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: $47,923.20 - $56,908.80

This 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…