At FHLB Des Moines, we work each day to develop an inclusive culture that supports and leverages the complexity of a diverse workforce. This enables us to effectively serve the needs of our members and help them succeed.

Provides high level of customer service support by handling calls, emails, walk-ups, and ServiceNow tickets. Assists members, sponsors, and employees with technology questions/needs. Delivers hands-on conference room and desk-side support. Authors and distributes Bank-wide communication under direction of manager and/or team lead. Seeks advice/help from teammates, team lead, and/or manager to grow in ability to troubleshoot and work independently.

Accountabilities:

Responsibilities/Duties/Function/Tasks:

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
Provide leadership for IT Service Delivery initiatives as needed
Perform other duties as assigned

Qualifications:

Associates degree in business or technical area required
3+ years providing information technology support, including 2 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: $55,540.00 - $62,075.00

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 applicant’s 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.