IT Service Delivery Technician

Federal Home Loan Bank of Des Moines • Des Moines, IA

7d • Hybrid

About The Position

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 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.

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 ServiceNow
• Competent with teleconferencing applications (e.g., Webex, Teams, Zoom)
• 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

Nice To Haves

• Experience with scripting tools such as PowerShell 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

Responsibilities

• 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 AppStacks
• 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 ServiceNow 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

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED