Information Technology Service Delivery Specialist III

  • University of Iowa Community Credit Union
  • North Liberty, IA 52317, USA
  • Jun 21, 2018
Full time Banking Finance

Job Description

UICCU is now taking applications for a Service Delivery Specialist III. The IT Service Delivery Specialist III is a member of the IT Service Delivery (ITSD) team, which is the primary contact point for all UICCU staff regarding Information Technology issues and requests. The ITSD team provides exceptional service by triaging issues and requests, tracking them via our ITSM Ticketing system and resolving them as quickly as possible. Team members will escalate within the team or to other IT teams as necessary if unable to resolve the request themselves. The IT Service Delivery Specialist III will provide Level 2 (Intermediary) and Level 3 (Advanced) application and hardware support to staff, answering emails and phone, entering and tracking tickets, and monitoring completion. This position also maintains vendor relationships, procures products, and tracks and deploys software and hardware based on departmental policies.

The IT Service Delivery Specialist III will proactively communicate and collaborate with business units to identify efficiencies, improvements, and workflow opportunities of non-core computing platforms. Additionally, this position will serve as an administrator of our IT Service Management ticket tracking system, recommending and implementing changes to the system to automate processes and streamline IT Service Delivery operations.

Pay Range:$25.84-$38.76

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:

* Adheres to the Credit Union's core values in serving with truth, trust, mentoring, openness, risk-taking, communication, giving credit, integrity, caring, and respect in carrying out the UICCU's mission and vision.

* Ensures computing services support is provided to internal staff in a professional, courteous, and timely manner. Utilizes technology to provide credit union staff with a fast, accurate, and secure method to access information, in order that members can be served in a highly efficient and effective manner.

* Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business

* Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities

* Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events, on an annual basis.

* Ensures confidentiality of member information.

* Supports and maintains Credit Union non-core information systems, including but not limited to desktops, thin client deployments, remote services, printing services, file and data services, mail services, web services, and other business applications.

* Supports and maintains Credit Union information security systems and protocols. Participates in user awareness and education around information security.

* Configures, deploys, and maintains network peripherals, servers, workstations, and printers.

* Configures, deploys, and maintains mobile technologies.

* Develops, follows, and documents procedures into knowledge management system.

* Works with highly confidential information in a discretionary manner, and ensures protection of all UICCU data at all times.

* Assists other staff in leveraging software investments to meet business needs.

* Acts as a partner with business units, with a focus on breaking down communication barriers and enabling staff to resolve issues.

* Researches, reviews, tests, and recommends the acquisition of new or upgraded hardware, other peripheral equipment, and software applications.

* Authorizes purchases of hardware and software items; recurring bills; and miscellaneous items of value up to $20,000.00.

* Carries a mobile phone for 24/7 technical support.

* Performs other duties as may be assigned from time to time.

* High School diploma or equivalent (GED).

* Five years of experience working in an IT Support role, including two years of experience providing Tier 3 (Advanced) support of systems.

* Certifications in specialty areas, some college courses, or a degree is desirable.

* This position requires specialized knowledge, with hands on experience in several key areas, including but not limited to:
* Active Directory, Group Policy, DNS, Printing, and Print Server Management
* Server and client based computer systems.
* Microsoft operating systems and productivity suites.
* VOIP Phone System (Cisco Preferred)
* VMWare

* Ability to make informed decisions based on knowledge of various interrelated systems, and analysis of events to determine the proper course of action.

* Ability to accept key accountability for areas of strong knowledge, and transfer knowledge to other staff members.

* Strong organization skills with a demonstrated ability to coordinate tasks and timelines, and the ability to lead assigned projects through completion.

* Strong analytical skills with excellent verbal, written, and interpersonal communication abilities.

* Attention to detail and a high level of accuracy.

* Ability to effectively and efficiently resolve problems.

* Ability to work effectively with other staff, members, and vendors/technicians.

* Ability to work with and be responsible for equipment valued between $50,000 and $5,000,000.

* 7/24 'on call' availability. Required to work outside of normal business hours as needed, sometimes under stressful 'emergency' conditions, such as disaster recovery, core system(s) failure, communications loss, etc.

* Must be bondable

PI

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:

* Adheres to the Credit Union's core values in serving with truth, trust, mentoring, openness, risk-taking, communication, giving credit, integrity, caring, and respect in carrying out the UICCU's mission and vision.

* Ensures computing services support is provided to internal staff in a professional, courteous, and timely manner. Utilizes technology to provide credit union staff with a fast, accurate, and secure method to access information, in order that members can be served in a highly efficient and effective manner.

* Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business

* Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities

* Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events, on an annual basis.

* Ensures confidentiality of member information.

* Supports and maintains Credit Union non-core information systems, including but not limited to desktops, thin client deployments, remote services, printing services, file and data services, mail services, web services, and other business applications.

* Supports and maintains Credit Union information security systems and protocols. Participates in user awareness and education around information security.

* Configures, deploys, and maintains network peripherals, servers, workstations, and printers.

* Configures, deploys, and maintains mobile technologies.

* Develops, follows, and documents procedures into knowledge management system.

* Works with highly confidential information in a discretionary manner, and ensures protection of all UICCU data at all times.

* Assists other staff in leveraging software investments to meet business needs.

* Acts as a partner with business units, with a focus on breaking down communication barriers and enabling staff to resolve issues.

* Researches, reviews, tests, and recommends the acquisition of new or upgraded hardware, other peripheral equipment, and software applications.

* Authorizes purchases of hardware and software items; recurring bills; and miscellaneous items of value up to $20,000.00.

* Carries a mobile phone for 24/7 technical support.

* Performs other duties as may be assigned from time to time.

* High School diploma or equivalent (GED).

* Five years of experience working in an IT Support role, including two years of experience providing Tier 3 (Advanced) support of systems.

* Certifications in specialty areas, some college courses, or a degree is desirable.

* This position requires specialized knowledge, with hands on experience in several key areas, including but not limited to:
* Active Directory, Group Policy, DNS, Printing, and Print Server Management
* Server and client based computer systems.
* Microsoft operating systems and productivity suites.
* VOIP Phone System (Cisco Preferred)
* VMWare

* Ability to make informed decisions based on knowledge of various interrelated systems, and analysis of events to determine the proper course of action.

* Ability to accept key accountability for areas of strong knowledge, and transfer knowledge to other staff members.

* Strong organization skills with a demonstrated ability to coordinate tasks and timelines, and the ability to lead assigned projects through completion.

* Strong analytical skills with excellent verbal, written..... click apply for full job details