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<p>There are important qualities you look for in an employer - meaningful work, community engagement, competitive benefits, commitment to employee development, and so many more. At Bankers Trust, our team members experience an inclusive and community-focused culture and we're proud of the premier workplace we've created. We regularly receive best in class results through our biennial employee engagement survey. We're also proud to receive recognition from others, including our designation as a "Best Place for Working Parents," being a four-time recipient of the Greater Des Moines Partnership's Inclusion Award, and being named one of the "Best Businesses Supporting Local Charity" by readers of the Business Record.</p> <p>Job Summary:</p> <p>The Service Desk Specialist provides timely technical support for end users (based on SLA criteria) on a variety of issues. They respond to requests for assistance in person, via phone, or electronically. They will install, configure, diagnose, repair and upgrade hardware, software, and systems for optimal performance. This position follows Service Desk procedures, logs all interactions, and provides just-in-time training when needed. They will possess strong communication skills and provide outstanding customer service.</p> <p>Primary Functions and/or Responsibilities:</p> <ul> <li>Receive support requests that are submitted via phone, e-mail, ticketing system or in person </li><li>Accurately input, manage, and process support incidents in the Technology ticketing system </li><li>Troubleshoot computer hardware, software, and network issues, and resolve them in a timely manner </li><li>Install, configure, test, and maintain hardware and software </li><li>Thoroughly research, troubleshoot, and document issues, including all relevant details prior to escalation to the Services Support Group </li><li>Maintain a positive, cooperative, and friendly demeanor when working with customers </li><li>Liaise with 3rd party vendors when required </li><li>Document system configurations, create user guides, and provide just-in-time training to users </li><li>Other duties as assigned </li></ul> <p>Education and/or Experience:</p> <ul> <li>Minimum 2-year degree in Computer Science or equivalent required </li><li>Minimum of 2 years of experience working in a technical support role required </li><li>Experience with Active Directory, VoIP technology, and business relevant hardware and software </li></ul> <p>Specific Skills, Knowledge & Abilities:</p> <ul> <li>Ability to deliver outstanding customer service to a broad range of employees, partners and vendors </li><li>Ability to convey information in a user-friendly language </li><li>Ability to prioritize and execute tasks in a time sensitive environment </li><li>Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) </li><li>Analytical and problem solving skills </li><li>Strong attention to detail </li><li>Excellent communication skills (written and/or oral) </li><li>Strong customer service skills </li><li>Ability to multi-task </li></ul> <p>Hiring Salary Range</p> <p>The hiring range below reflects targeted base salary. Actual compensation will be determined based on the candidate's prior related experience & education and will be finalized at the time of offer. In addition to base salary, most positions are also eligible to participate in our annual bonus program. Select positions may also be eligible to earn incentives and/or commissions. Hiring Salary Range: $26.00 - $30.00 (Annualized at 40 hours per week: $54,080 - $62,400)</p> <p>Benefits</p> <ul> <li>Group Health, Dental, and Vision Insurance </li><li>Generous Paid Time Off (PTO) </li><li>Volunteer Time Off (VTO) </li><li>401(k) plan with lucrative company match </li><li>Tuition assistance </li><li>Company Paid Life Insurance </li><li>Paid Parental Leave </li><li>Lifestyle Accounts that provide employees with reimbursement for the things that are most important to them such as childcare, student loan payments, gym memberships, pet insurance and much more. </li><li>Team Member Banking - a suite of products and services with special benefits for employees </li></ul> <p>Hybrid Eligibility: Position may be eligible for a hybrid work schedule (requiring some days in the office each week).</p> <p>EQUAL OPPORTUNITY EMPLOYER</p> <p>"PROTECTED VETERANS" AND "INDIVIDUAL WITH DISABILITY"</p>
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