It Service Desk Ii

This role is the first escalation point within the service desk. Challenges unresolved by Tier 1 agents are escalated to Tier 2. Anyone in this role will possess the ability to resolve all Tier 1 requests in addition to supporting and resolving more complex challenges that are escalated, adhering to the existing service desk standard operating procedures. Tasks requiring separation of duties or elevated privileges will also be handled in this role.

In addition, it is expected that this role provides significant contributions to existing processes, tools, and solutions that enhance the overall experience not only for the Service Desk team, but also for the colleagues they support. Another vital component for a successful Tier 2 will be to identify improvement opportunities with peers and aid in correcting through mentoring and coaching.

Along with the key functions listed below, each position will be expected to uphold the value that WaFd Bank places on simply being nice when serving our co-workers and clients.

KEY FUNCTIONS

• Act as the first escalation point for Tier 1 agents when tickets cannot be resolved within a reasonable time frame as well as aid in overall ticket resolution when applicable. Handle tickets requiring separation of duties
• Perform advanced diagnostic techniques (log analysis, external web queries, etc.) to identify problems, root causes and recommend solutions to correct common failures utilizing remote access tools spanning across all IT infrastructures including hardware, software, operating systems, mobility, telecommunication, network, and server.
• Participates in project efforts when appropriate and aids in overall success of IT goals related to projects.
• Coach junior agents by identifying opportunities for improvement and communicating appropriately to resolve issues.
• Provide outstanding service and Support for WAFD Bank colleagues with the use of core banking applications, 3rd-Party Software, Windows, MS Office and other related banking business solutions. Perform installations and configuration of computers using standard processes and tools.
• Escalates more complex tickets to Tier 3 and/or within the organization when appropriate.
• Create and update knowledgebase articles related to standard operating procedures, troubleshooting and self-service guides, workarounds, etc., after successful resolution of an escalated ticket. The key factor is knowledge is shared across the team and org to reduce future escalations and tickets submitted
• Ticket management, including appropriately prioritizing tickets, capturing required information, providing clear, concise, and timely updates to affected users, etc., maintaining a high level of satisfaction with each colleague interaction and achieving applicable SLAs in the process

Education

• Minimum Associates Degree (or equivalent B/S progress) and 1 year experience in IT support role OR
• High School Diploma or equivalent with 3 years' experience in IT support role
• Can be substituted with proven record of high achievement in a related field, such as Technology sales/customer service etc.
• Industry recognized and relevant certification desired. (CompTIA, ITIL, AWS,etc.)

Skills/Training

• Proficient in research, analytical, problem solving, and troubleshooting skills. Ability to manage time efficiently and work under stressful conditions.
• Demonstrates excellent customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.
• Ability to use experience and judgment to plan and accomplish goals, performing a wide variety of tasks; degree of creativity and latitude is expected.
• Good working understanding of computer hardware architecture concepts and technology related terminology. Ability to effectively work and log tickets in call tracking software.

Experience

• 1+ year of ticket management using an ITSM preferred
• Minimum 1 year in a highly regulated/ banking industry preferred
• Can be substituted with proven record of high achievement in IT support role
• Advanced knowledge of Windows OS, Microsoft 365, Active Directory/GPO, exchange, VOIP, and system management tools such as ECM(SCCM). Proficient in enterprise networks, banking computer systems, and print device troubleshooting in a networked environment.
• ITIL (specifically Problem, Incident, Knowledge management, and Continual service improvement) preferred
• 2+ years of IT related support experience

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Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

We are committed to Equal Employment Opportunity and Affirmative Action. We recruit, hire, train and promote persons in all job titles and ensure that all other personnel actions are administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. WaFd Bank is committed to providing reasonable accommodations to employees and applicants with disabilities to the full extent required by the Americans with Disabilities Act (ADA). If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at 800.324.9375.

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WaFd Bank Benefits Summary - click here for more information

USD $50,000.00/Yr.

USD $60,000.00/Yr.