IT Service Desk III

IT Service Desk III

Requirements

• Bachelor’s Degree in related IT field and 1 year experience in IT support role
• Associate degree in related IT field and 3 years’ experience in IT support role
• High School Diploma or equivalent with 5 years’ experience in IT support role
• Industry recognized and relevant certification desired (CompTIA, ITIL, AWS, etc.)
• Excellent research, analytical, problem solving, and troubleshooting skills
• Ability to manage time efficiently and work under stressful conditions
• Possess leadership qualities, organizational skills, and be detail-oriented
• Ability to create comprehensive documentation on processes and standards
• Adaptive to changing infrastructure/ Ability to learn new concepts quickly
• Demonstrates outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff
• Proficient using scripting languages for automation
• 5+ years of IT related support experience required
• Minimum 1 year in a highly regulated/ banking industry
• ITIL (specifically Problem, Incident, Knowledge management, and Continual service improvement)

Responsibilities

• Primary technical resource for software and hardware support ranging from Windows 10 to MacOS, and laptop/desktop functionality with all hardware peripherals
• Act as final escalation point for tickets within the Service Desk, working with other IT teams, system and application owners, software/hardware vendors, etc. to resolve more complex challenges when they arise
• Lead/mentor junior agents by providing support and guidance on tickets, training on systems/solutions, and aiding in overall ticket resolution with non-escalated tickets when appropriate
• Ticket management, including appropriately prioritizing tickets, capturing required information, providing clear, concise, and timely updates to affected users, etc.
• Knowledgebase management, including creation of knowledge articles, enhancement of existing articles, and improving access and navigation within the knowledgebase
• Problem management, including assessment of tickets that may result in problem ticket creation, impact analysis, root cause analysis, and resolution
• Continual service improvement, including implementing automations or enhancements to existing processes, improve Service Desk experiences working with existing tools/solutions through process improvement, and aiding in implementation of new systems and programs
• Demonstrate thorough understanding and adherence to all Service Desk policies, procedures, SLAs, etc.
• Adherence to bank policies and procedures designed to comply with Federal regulations, including but not limited to the Bank Secrecy Act, USA Patriot Act and OFAC regulations

Preferred Qualifications

• Supervisor experience preferred
• Two years of ticket management using an ITSM preferred