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

• 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.


• Follow-up (via phone, email or in person) with technical response teams on incidents that have not been responded to and/or resolved in order to ensure highest level of customer service. Provide timely follow-up to originating customer and respond to inquiries and concerns they may have.


• 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.


• Monitor incident management queue for all incidents. For each incident, perform QA on troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution; validate expected incident response and resolution times; and provide updates.


• 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

Basic knowledge of help desk, operations, customer service or Information Technology. Minimum of 1 year of technology support experience or an equivalent combination of education and experience in computer troubleshooting and customer support.

Education/Certifications/Licenses

High school degree or equivalent. A+ or entry level IT certification or attained within 6 months of employment.

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. We celebrate diversity and are committed to creating an inclusive environment for all employees.