Service Desk Level 1

Job Summary 

The Service Desk Level 1 has the primary responsibility for several layers of support.  This includes but is not limited to Tier 1 Active Directory support, Tier 1 application account support, Tier 1 Microsoft suite support and Tier 1 network troubleshooting.  The role of the Service Desk Level 1 is the first level of escalation for issues related to critical and non-critical production applications before taking an issue to Tier II.  The Service Desk Level 1 is also responsible for aligning and delivering services to providing world-class technology support and services.  

Responsibilities/Duties 

• Monitoring and maintaining assigned service tickets on a daily basis.  
• Adhere to the departments published SLAs as it relates to review and proper escalation of tickets based on severity of tickets and priority level. 
• Ensures that Service Requests that cannot be resolved are properly routed/escalated to right level of support required to remediate the issue in a timely manner and in accordance with our Service Level Agreements (SLAs).  
• Address/resolve IT incidents/service request and/or escalate to the appropriate upper Tier IT teams when necessary; promptly enter/prioritizes/track/monitor/update and follow-up/ close all tickets received, telephone calls and/or personnel “walk-ups”
• Provides answers to Frequently Asked Questions or solutions to common issues as part of a customer self-help capability utilizing the knowledge base.
• Collects information from callers and ensure that tickets are promptly and accurately documented in the IT ticketing system.
• Provides initial troubleshooting of bank associates technical problems with the goal of immediate problem resolution. This initial and prompt technical troubleshooting allows the problem to be fixed immediately or assigned to a higher level technician for resolution.
• Updates Service Desk technical support documentation including Standard Operating Procedures and work instructions so that knowledge is shared among Helpdesk support team members. This will allow for timely trouble shooting and ensure associates requesting help can resume work promptly. 
• Communicates with customers after tasks are completed to ensure the service delivery results were satisfactory, efficiently delivered, and consistent with ITS policies and procedures.
• Tracks workloads, reassesses tasks frequently, and adjusts priorities as needed to successfully balance between routine duties, addressing priority tasks, and performing specific assignments so that customer requests are effectively prioritized based on need, and IT staff time is used efficiently.
• Ensures the banks and clients data is kept secure and confidential.
• Performs other IT Service Desk duties requested by management. 
• Communicates with management on a regular basis regarding tasks (the status of), projects, and any issues that arise during the shift.
• Completes other duties as requested by management.         
• Proactively seek opportunities to deliver value add services to the end-user community aimed at optimizing internally documented solutions.
• Troubleshoot and diagnose application issues.
• Log and identify trends and multi user impacts.
• All tier 1 troubleshooting the technician must collect all relevant information before escalating to tier 2 support.

Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements.  This position will elevate suspicious activity to supervisory staff and/or BSA department.  Completes compliance and other technical training workshops as assigned.

Basic Knowledge, Skills and Abilities

• Possesses current working knowledge of the Windows OS and/or basic computer literacy on a fundamental level.
• Ability to work flexible hours in accordance with a banks schedule including holidays, and weekends.
• Solid problem solving skills in order to be able to immediately research, diagnose, and implement effective solutions 
• Excellent verbal and written communication skills with the ability to communicate effectively to technical and non-technical users.
• IT experience and knowledge is required
• Able to work on multiple assignments
• Effective problem solving skills
• Proven analytical skills
• Detail oriented
• Highly productive in a fast paced environment
• Ability to multitask
• Excellent organization skills
• Excellent writing skills
• Proficient with MS-Office, Windows and Apple products
• High Energy personality that contributes to a positive and healthy work environment
• Self-starter with a strong work ethic
• Results driven and team oriented

Competencies

To perform the job successfully, the following must be demonstrated: 

• Attitude – Demonstrate a positive “can do” attitude; show motivation;  must be goal oriented and a self-starter; be “solution-minded” rather than “problem-minded”
• Work Ethics – Must be dedicated, responsible, hard-working, and a team player 
• Oral Communication – Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings
• Written Communication – Write clearly and informatively; edit work for spelling and grammar; vary writing style to meet needs; able to read and interpret written information
• Bank Support – Follow policies and procedures; support the Banks goals and values
• Quality Management – Look for ways to improve and promote quality; demonstrate accuracy and thoroughness
• Diversity – Demonstrate knowledge of the Banks Diversity policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce
• Teamwork – Balance team and individual responsibilities; exhibit objectivity and openness to others' views; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; able to build morale and group commitments to goals and objectives; support everyone's efforts to succeed
• Judgment – Display willingness to make decisions; exhibit sound and accurate judgment; support and explain reasoning for decisions; include appropriate people in decision-making process; make timely decisions
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration, regardless of their status or position; accept responsibility for own actions; follow through on commitments
• Safety and Security – Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.  Use carts, hand trucks, lift belts and other tools when transporting heavy objects.
• Adaptability – Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; able to deal with frequent changes, delays, or unexpected events
• Attendance and Punctuality – Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time
• Dependability – Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan
• Innovation – Display original thinking and creativity; meet challenges with resourcefulness; develop innovative approaches and ideas

Education and Experience 

• An Associate's degree or higher in Computer Science, Information Technology, or related field, OR completion of a two (2) year accredited vocational training program in information technology or related field; OR
  Two (2) years of information technology experience such as providing customer or technical support, analyzing, designing, installing, maintaining or programming computer software applications, hardware, or telecommunications or network infra-structure equipment.
• CompTIA Network  
• CompTIA A
• CompTIA Security
• HDI SCA (Support Center Analysis)
• ITIL Foundation Certification in IT Service Management (Desired)
• Experience with ITIL based ticketing system 

Physical Requirements & Work Environment 

• Requires repetitive movement.
• Requires travel to branch locations
• Requires sitting for prolonged periods of time.
• Requires lifting up to 50 lbs.
• Requires using hands to handle, control or feel objects.
• Office setting w/controlled temperature.

Additional Requirements

• Professional business attire
• Ability to work evenings, weekends, and holidays as needed

As a part of the Bank’s internal control systems, employees holding sensitive positions are required to be absent from their duties for a minimum of two consecutive weeks each year. This position has been deemed to meet the test for a sensitive position, and therefore you will be required to meet the minimum absence requirement each and every year.  

This job description is not intended to be all-inclusive, and employees will be required to perform additional related work duties as assigned by their immediate supervisor and/or management.

Farmers and Merchants Bank of Long Beach reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.