Senior Mac Support Help Desk Specialist

$61,194 - $81,598/Yr

US Bank - Gresham, OR

Full-time - Mid Level

Gresham, OR

Credit Intermediation and Related Activities

About the position

At U.S. Bank, we are committed to helping our customers and communities thrive by providing exceptional financial services. We are currently seeking a Senior Mac Help Desk Specialist who will play a crucial role in supporting our technology initiatives. This position offers a hybrid work schedule, requiring in-office attendance for three or more days a week, while allowing flexibility for remote work on other days. The ideal candidate will have a strong background in problem resolution and customer support, particularly with Mac iOS technologies. In this role, you will be responsible for providing in-depth support and leading problem-solving efforts for various technology products and applications. You will resolve inquiries and requests related to the organization’s computer systems, ensuring that customer issues are addressed efficiently. Your ability to analyze complex issues and coordinate with other IT areas will be essential in delivering timely resolutions. You will also maintain detailed documentation for each call and escalate complex problems as necessary, ensuring effective communication with customers throughout the process. As a Senior Mac Help Desk Specialist, you will actively monitor incoming calls, display sensitivity to callers' needs, and utilize the knowledge base to resolve issues. You will have the opportunity to mentor team members, participate in the analysis of client-identified issues, and contribute to the improvement of operational standards and procedures. Your insights will help identify emerging opportunities and risks, allowing you to make informed recommendations that align with the organization’s goals.

Responsibilities

• Resolves inquiries and requests for assistance with organization's computer systems or PCs.
• Resolves customer inquiries for one or more products or services.
• Analyzes complex issues and determines appropriate technical area or vendor to resolve problems.
• Coordinates with other IT areas to resolve problems if necessary.
• Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers.
• Manages customer issues using communication tools through incident updates, tracking, and monitoring the issue to ensure a timely resolution.
• Monitors types of incoming calls and common resolutions. Displays sensitivity to callers' needs and situations.
• Actively uses and updates the knowledge product to resolve issues.
• Makes suggestions for improvements.
• Understands and desires to meet individual and Service Center goals.
• Mentors team members to broaden team knowledge and technical skills.
• Participates in analysis of client identified issues or problems which may require changes to procedures, standards, or systems.
• Assists technical support regarding operational standards, policies, and procedures.
• Evaluates effectiveness of new utilities and state of the art tools.
• Identifies and considers emerging opportunities and risks when articulating astute and defensible options and recommendations.
• Supports the Help Desk Manager role when asked.

Requirements

• Bachelor's degree or equivalent work experience
• ITIL Service Management Foundation certification
• 4+ years' experience with providing effective and efficient real-time support for a variety of desktop technologies including Mac iOS technologies
• 4+ years' experience with tools and techniques for maintaining the environment
• Committed to providing excellent service to internal and external customers

Nice-to-haves

• JAMF 100 Certification
• Working experience in telecommunications
• PC/workstation hardware
• Server hardware
• Implementation
• Application delivery process
• IT standards, procedures, policy

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law