IT Service Desk Technician II

Job Description:

Role

Provides help desk level 1 support services, escalating requests to higher level as needed. Follows procedures and processes for resolution of service requests. Ensures daily jobs are completed on time, verifying accuracy, ensuring proper record keeping and communications are maintained. Responsible for monitoring systems and network, data storage, data protection, disaster recovery, and other Data Center resources as assigned.

Essential Duties & Responsibilities

• Ensures daily file transmissions complete on time, following standard operating procedures. Communicates to supervisors any discrepancies and contacts appropriate staff for guidance to resolve issues in a timely manner.

• Provides help desk level 1 support, following operating procedures to resolve requests in a timely manner, and escalating as needed by creating service requests in ticketing software and assigns to proper personnel.

• Monitors assigned data center hardware and software. Responds to automated alerts and emails by following the departments stand operating procedures. Troubleshoots problems as needed, escalating to next level of support, vendors, and ensuring supervisors are aware.

• Responsible for the printing of scheduled notices, statements, and reports, including quality control of the printed output. Distribute computer generated reports, notices, and statements and ensure distribution accuracy.

• Bring ideas and recommendations for improvements to operations procedures, processes, and monitoring of the data center assets. Participate in special projects such as Disaster Recovery tests and testing of new systems.

• Perform other duties as assigned.

• Participate in proactive team efforts to achieve departmental and company goals.

• Must comply with current applicable laws, regulations and bank policies and procedures. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.

Experience

Two or more years of experience in help desk, operations, or in an IT related role.

Education/Certifications/Licenses

High school degree or equivalent. Some college preferred.

Skills

Ability to communicate with co-workers, supervisors, vendors, and repair personnel for both in person and by telephone. Effectively explain technical processes and issues to non-technical personnel. 

CapFed® is an equal opportunity employer.