IT Service Desk - Support Technician

Onsite Service And Technology Support Specialist

Your primary responsibilities will include providing outstanding onsite service and technology support in a fast paced, exciting environment. Support will include resetting passwords, unlocking accounts, hardware and networking support, triaging incoming tickets, gathering additional information for escalation and providing a warm handoff to higher tiers and other groups within IT.

Along with the key functions listed below, this position will be expected to uphold the value that WaFd Bank places on simply being kind when working alongside colleagues and servicing our clients.

Key Functions:

• Accurately prioritize, evaluate, and answer incoming support requests from onsite staff and submitted tickets.
• Identify trends and accurately capturing details within support tickets.
• Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures. Make recommendations to management on updates and changes needed.
• Identify and troubleshoot hardware, software, operating system, mobility, hoteling, conference room, and telecommunication issues. This also includes the use of core banking applications, Windows, and MS Office.
• Responsible for installing, configuring, troubleshooting, and resolving incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs.
• Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing a variety of in person and remote access tools.
• Responsible for performing installations and configuring computers/laptops using standard processes and tools.
• Maintain a professional and outgoing relationship with onsite staff.
• Coordinate with other support teams to tackle complex problems.
• Adhere 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.
• Complete and pass all assigned eLearning courses and certifications as required.
• Avoid all real or perceived conflicts of interest and always maintain client privacy and confidentiality.

Job Evaluation Factors:

Education/Skills/Training:

• One year of IT related Help Desk experience required
• High school diploma or GED or the equivalent in vocational training. College degree in information technology preferred.
• Possess outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.
• Previous practical experience in a personal computer network environment.
• Good working knowledge of Windows Operating Systems, Microsoft Office, Active Directory, and system management tools. Proficient in Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment.
• Good research, analytical, problem solving, and troubleshooting skills. Ability to manage time efficiently and work under stressful conditions.
• Good working understanding of computer hardware architecture concepts and technology related terminology. Ability to effectively log tickets in call tracking software.