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Service Delivery Tech III

Company: Ent Federal Credit Union
Location: Colorado Springs
Posted on: June 12, 2021

Job Description:

Jobs in Service Delivery exist to support the internal customer community by providing first line technical assistance. This includes responding promptly and effectively to customer requests and problems and either directly resolving those problems or escalating to the appropriate resource and monitoring its effective resolution.

Seasoned technician able to effectively manage sensitive and complex customer requests. Responsible for providing on-site customer support for standard company hard / software.

The Information Technology department exists to provide exceptional service to our employees and ultimately to our members through high quality/high value and secure technology solutions. We are a trusted partner with each of our business units. We will provide our business units with innovative, cost-effective solutions that are accurate, consistent, and timely. We will work together to achieve department objectives. We will be professional in our interactions with our customers (Ent employees) and our members. Finally, we will be concise, courteous, and accurate in our communications.

Essential Job Duties and Responsibilities:

First point of contact for customers to request assistance. Can resolve problems by applying standard procedures and their seasoned expertise.

Performs a higher level of investigation which may include registry settings and reviewing group policies.

Able to conduct a triage of incidents / service requests and escalates as appropriate.

Serves as a resource and may provide technical expertise to junior Service Desk staff on relevant procedures, projects, and technical issues.

Functions as a backup for the Tier 5 Technician when necessary for VIP, P1 and P2 ticket triage, communication and resolution.

Documents problem and resolution.

Operates effectively as part of a larger team and in managing own work.

Other duties as required

Minimum formal education required for this position:

High School Diploma

Minimum work experience:

4+ years of experience in a technical helpdesk role.

(Preferred) 3+ years of experience with Episys Quest.

(Preferred) 1+ years of Financial Institution employment.

Key Attitudes / Characteristics / Specialized Knowledge / Skills for this position:

  • Advanced knowledge of standard hardware and software in the IT infrastructure, with solid prior experience to address more complex incidents that involve multiple areas of the applications and/or technical infrastructure.
  • Basic knowledge of networking topologies and related devices; provides second level of incident identification in the infrastructure.
  • Has a strong and broad understanding of Ent's products, services, and basic business processes, with the ability to prioritize the criticality of a user area or application requiring support.
  • Strong understanding of IT systems/data security as it relates to financial institutions or other industries that must comply with federal regulations.
  • Strong communication skills (written, verbal, and listening) with specific ability to translate detailed technical details to a non-technical audience.
  • Excellent analytical skills.
  • Proficiency with Word, Excel, PowerPoint, Microsoft Project, and Visio.
  • Ability to serve as a resource to more junior service delivery staff on relevant procedures and technical issues.
  • Can independently handle all routine and many non-routine requests and problems.
  • Has broad knowledge of the IT service support industry.
  • Developing specific knowledge of one or more business unit's operations in order to better support them.
  • Demonstrates a strong orientation towards customer interaction and displays high level customer service professionalism.

Certifications required:

  • None required.
  • (Preferred) A+, Network+, Security+, MCSA, MCSE, CCENT, CCNA or similar certification.

Environmental, physical and psychological requirements:

  • Must be able to sit or stand for prolonged periods of time in a climate controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, handling paper, currency, or coin, and operating a telephone. Demands for visual and auditory acuity are typical of an office environment. Must be able to interact via email, telephone, or in person with diplomacy, tact, and courtesy with all members under varying circumstances. Must be able to lift up to 40 lbs.

Hourly pay range for this position: $24.77 to $32.51 (This position is eligible for an annual corporate bonus based upon performance) Grade I12

For information on our benefits please visit: https://www.ent.com/globalassets/pdf-files/legal/benefit-summary-sheet-2021.pdf

Keywords: Ent Federal Credit Union, Colorado Springs , Service Delivery Tech III, Other , Colorado Springs, Colorado

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