Service Desk Engineer

$95,000 - $100,000/Yr

American Bankers Association - Washington, DC

Full-time - Mid Level

Onsite - Washington, DC

Educational Services

About the position

The Engineer, Service Desk at the American Bankers Association (ABA) is an IT Engineering role focused on supporting the Service Desk to ensure effective operation of computers and accessories for end users. This position involves implementing projects to support ABA's end-user computing platforms, resolving help requests, and maintaining desktop workstations, mobile devices, and server-based applications. The Engineer will also provide hands-on support and manage ticketing systems to meet service level agreements (SLAs).

Responsibilities

• Develop laptop image and maintain it throughout its lifecycle in production and testing.
• Maintain Manage Engine keeping inventory current and laptops up to date with OS and application patches.
• Develop new application packages as required and manage rollouts to end-users.
• Test new software and hardware.
• Manage the MDM system, updating iOS devices through quarterly upgrades.
• Manage the Asset Explorer system, Print Server, and other systems specific to Service Desk.
• Build rapport and elicit problem details from service desk customers.
• Manage end-user expectations to reinforce SLAs.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat.
• Provide a basic level of support and systems troubleshooting by responding to basic support requests.
• Install and connect desktops and laptops (PCs) and other peripherals to the network.
• Wipe and rebuild infected desktops, software installation needed by the user for their work.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledge base as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Support the Laptop Refresh project by providing input and QC functions.
• Set up and ongoing troubleshooting of Apple and Android phones.
• Detailed recording, tracking, and documenting the incident and service requests in real time.
• Create and maintain knowledge documents.
• Alert management to emerging trends in incidents.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Monitor the performance of the company's desktop infrastructure and make suggestions for improving efficiency.

Requirements

• 6-8 years of related experience providing Help Desk support.
• Knowledge of basic computer hardware, including Windows (laptops & desktops), Macintosh.
• Experience with desktop and server operating systems.
• Extensive application support experience with Microsoft Office.
• Experience using Active Directory.
• Experience with building and configuring virtual servers, especially using VMware.
• Ability to communicate effectively with customers across multiple channels (in person, phone, chat, and email).
• Ability to work in a fast-moving environment to assist customers with technological requests.
• Self-starter with strong personal-management and problem-solving skills.
• Ability to absorb and retain information quickly.
• Exceptional customer service orientation.
• Exceptional written and oral communication skills.
• Strong documentation skills.

Nice-to-haves

• Certifications in CompTIA A+, ITIL v4 certification, MCSD, MCSA or MCSE preferred.
• Experience with firewalls and VPN clients, Fortinet experience preferred.
• Working knowledge of diagnostic utilities (e.g. manage engine) preferred.
• Experience with Microsoft O365 support preferred.
• Zoom - meetings, webinar, conference rooms experience preferred.
• Experience with an incident tracking system e.g. ITSM ticketing systems preferred.

Benefits

• Competitive pay
• Outstanding benefits package
• Convenient DC location
• Professional collegial work environment
• Opportunity to work on issues of national significance