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Service Desk Specialist
TCF Bank
Plymouth, MN, United States
Job Details - this job has expired, please see similar jobs below
The Service Desk Specialist receives problems and inquiries via telephone and monitoring utilities regarding data/voice networks, workstations, servers, mainframe, and business applications. Perform troubleshooting, and provide prompt resolution to ensure maximum uptime. Problems that cannot be resolved are referred to appropriate IT support areas in accordance with established Problem Management processes.
This position also performs administrative tasks including installation of system changes, daily system monitoring, resolving issues escalated from less experienced personnel and involvement in training of new employees.
Major Areas of Accountability
• Provide 1st and 2nd level call center support by identifying, analyzing, and solving customer reported problems with systems/applications. Understands and meets expectations for all calls including opening, problem solving, customer service skills and call closing. Record all calls in the ticketing system following ticket quality guidelines.
• Provide complex troubleshooting and investigation via remote control or other tools for all software and hardware incidents. Responsible for system administration, including operating system upgrades and configuration, software installation, printer support, site license monitoring and enforcement.
• Participate in internal projects to improve Service Desk procedures. Contribute to continual process improvement activities by identifying training opportunities for staff, improvement opportunities with the process and modifications of the tools used.
• Perform daily administrative tasks with accountability for completion and follow-up.
• Contribute to knowledge base for self service and knowledge documents.
• Document all reported problems, troubleshooting steps, and any other relevant information according to established ITIL processes and procedures.
• Escalate and manage efforts with technical support partners across TCF for resolution and confirm availability with customer once a solution has been implemented.
• Work within all facets of the IT Service Desk process and metrics to meet business requirements and Service Level Agreements at an enterprise level.
Minimum Qualifications
Education
Required:
• Two-year college/vocational technical degree in computer science, management information systems (MIS), information technology, or an approved related degree, or approved information technology certificate; or approved equivalent combination of education and experience
Preferred:
• A +, Network +, or MCP certification, ITIL Foundations V2, V3 certification.
• Four-year degree in computer science, management information systems (MIS), or information technology.
Work Experience/Skills:
Required:
• Two or more years of experience in an IT service desk or Desktop capacity including experience with problem analysis resolution, escalation and follow-up.
• Excellent interpersonal and communications skills.
• Strong organizational, analytical and decision making skills.
• A minimum of 1 year of using a Ticketing System.
Preferred:
• Experience using Knowledge Management solutions.
• Basic network troubleshooting skills and experience using remote access tools.
Build your career with TCF
You have room to grow at TCF. We promote from within whenever possible. You can expand your career in the financial services industry through our network of operations: retail and commercial banking, inventory and equipment financing, and corporate services.
Established in 1923, TCF has maintained a strong foundation. TCF has over 340 branches in Minnesota, Illinois, Michigan, Colorado, Wisconsin, Indiana, Arizona and South Dakota, providing retail and commercial banking services. TCF also conducts commercial leasing, indirect auto finance, and equipment finance business in all 50 states, and commercial inventory finance business in all 50 states and Canada.
Build a better community with TCF
We are helping make life better in the communities we serve, and we encourage our team members to do so as well. We offer free financial education for teens and adults. Our foundation contributes more than $3 million annually, with preference for organizations where our team members volunteer. We match team members’ contributions to qualified organizations and we match volunteers with organizations that need the time and talents our team members can provide.
Our Benefits
TCF encourages open employee communications and promotes from within whenever possible. We offer competitive pay, a comprehensive benefits plan, and opportunities for career advancement. For more details on our benefits, click on the Employee Benefits link on our career page.
We’re proud to be an equal opportunity employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, or other status protected by applicable law. TCF is proud to be an affirmative action/equal opportunity employer. Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.