IT Service Delivery Specialist

4 weeks ago

Des Moines, Iowa, United States Federal Home Loan Bank of Des Moines Full time
Job Summary

We are seeking a highly skilled IT Service Delivery Technician to join our team at the Federal Home Loan Bank of Des Moines. The successful candidate will be responsible for providing exceptional customer service support, handling calls, emails, and ServiceNow tickets, and assisting members, sponsors, and employees with technology questions and needs.

Key Responsibilities
  • Provide high-level customer service support by handling calls, emails, and ServiceNow tickets.
  • Assist members, sponsors, and employees with technology questions and needs.
  • Deliver hands-on conference room and desk-side support.
  • Author and distribute Bank-wide communication under the direction of a manager and/or team lead.
  • Seek advice and help from teammates, team lead, and/or manager to grow in ability to troubleshoot and work independently.
Accountabilities
  • 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 to endpoints.
  • 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.
  • 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 in ServiceNow Incident, Problem, Request, and Knowledge modules.
  • Update 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.
Qualifications
  • High school diploma required; Associates degree 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, Active Directory, Android and iOS mobile devices, and ServiceNow.
  • Competent with teleconferencing applications (e.g., Webex, Teams, Zoom).
  • 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 VMware Horizon, 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: $50,060.00 - $55,950.00

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 applicants' 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 here.

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.

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