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Job Description:
ABA’s Senior Specialist, Service Desk supports the IT helpdesk to ensure proper computer and accessory operation for end-users. This position is responsible for receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop/laptop/accessory level.
This senior position on the team also entails serving as a role model for the junior service desk specialists.
Key responsibilities:
Ticket Management
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Manage ticket queue, includes assigning tickets and reviewing ticket progression.
• Provide Administrative support for ticketing system.
• Provide Service Desk reports and analysis to management.
• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Technology stack includes:
Microsoft Office Suite (desktop and online versions).
Support meetings and Conferences – potentially utilizing Zoom webinars, Zoom Meetings, Zoom Rooms, and Teams.
Utilize the Ivanti Heat ticketing system for all requests, documentation, and resolution.
Build rapport and elicit problem details from service desk customers.
Manage end-user expectations to reinforce SLAs.
Fulfillment of Incidents and Service Requests
• Provide Service Desk reports and analysis to management.
• Ability to provide support and systems troubleshooting by responding to basic, and more advanced, support requests and work with internal customers to support their IT needs
• Installing and connecting desktops and laptops (PCs) and other peripherals to the network, wiping and rebuilding infected desktops, software installation [e.g., Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS)] needed by the user for their work, assisting users with services and products.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Cell Phones - Set up and ongoing troubleshooting of Apple and Android phones.
• Desk phone – Set up extension and ongoing troubleshooting.
Ticket Documentation
• Detailed recording, tracking, and documenting the incident and service requests, in real time including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Contribute to technician knowledgebase as needed.
• Provide Administrative support for ticketing system.
Problem Prevention
•Lead Service Desk Call Center administration.
• Alert management to emerging trends in incidents.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Provide suggestions for continual improvement.
• Troubleshooting of system problems, and escalation of problems to team members and vendors as necessary.
• Ability to manage workstations with the desktop management tool Manage Engine Desktop Central, including computer imaging and software deployment.
• Monitor the performance of the company's desktop infrastructure and make suggestions for improving efficiency.
• Collaborate with existing vendors and ABA staff to ensure high levels of customer satisfaction with respect to end user computing needs.
Requirements:
• Bachelor’s degree strongly in computer science or related field or four years work experience.
• 8+ years’ experience providing Help Desk support.
• Knowledge of computer hardware, including Windows (laptops & desktops), Macintosh.
• Experience with desktop and server operating systems, including Windows 10.
• Ability to communicate effectively with customers across multiple channels (in person, phone, chat, and email).
• Ability to work in a fast-moving environment to assist customers with technological requests.
• Self-starter with strong personal-management and problem-solving skills.
• Extensive application support experience with Microsoft Office.
• Ability to successfully conduct research and troubleshoot a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Exceptional written and oral communication skills.
•Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
Preferred Experience:
• Working knowledge of diagnostic utilities (e.g. manage engine).
• Certifications in CompTIA A+, ITIL, MCSD, MCSA or MCSE.
• Setup knowledge for cell phones (Apple and Android).
• Experience with Microsoft O365 support.
• Zoom – meetings, webinar, conference rooms.
• Experience with an incident tracking system (e.g. Ivanti Heat or Salesforce Service Cloud).
• Working knowledge of Industry standards and best practices for documentation and change management.
American Bankers Association (ABA) is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, age, sex, marital status, gender identity, sexual orientation, disability, protected Veteran status, personal appearance, political affiliation, family responsibilities, or any other characteristic protected by applicable law.
ABA encourages and celebrates diversity so if you are motivated, hardworking and want to make a difference, come as you are!
The American Bankers Association is the united voice of America’s hometown bankers—small, regional and large banks that together employ more than 2 million women and men, hold nearly $17 trillion in assets, safeguard $12.8 trillion in deposits and extend more than $9 trillion in loans. ABA believes that government policies should recognize the industry’s diversity. Laws and regulations should be tailored to correspond to a bank’s charter, business model, hometown markets and risk profile. This policymaking approach avoids the negative economic consequences of burdensome, unsuitable and inefficient bank regulation. Through a broad array of information, training, staff expertise and other resources, ABA supports America’s hometown bankers as they perform their critical role as drivers of America’s economic growth and job creation.
