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
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
Essential Job Duties and Responsibilities:
First point of contact for customers to request assistance. Can
resolve problems by applying standard procedures and their seasoned
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
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
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
- Basic knowledge of networking topologies and related devices;
provides second level of incident identification in the
- 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
- Strong understanding of IT systems/data security as it relates
to financial institutions or other industries that must comply with
- Strong communication skills (written, verbal, and listening)
with specific ability to translate detailed technical details to a
- Excellent analytical skills.
- Proficiency with Word, Excel, PowerPoint, Microsoft Project,
- 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.
- None required.
- (Preferred) A+, Network+, Security+, MCSA, MCSE, CCENT, CCNA or
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: