IT Service Desk III

Min

USD $60,000.00/Yr.

Max

USD $70,000.00/Yr.

Job Summary

The IT Service Desk Tier 3 role is the final escalation point on the service desk. Challenges unresolved by tier 1 and 2 agents are escalated to tier 3. Anyone in this role will be capable of troubleshooting and resolving the most difficult and complex challenges faced by the Service Desk. In addition, the role will require leading junior agents in ticket resolution through coaching, knowledge sharing, training sessions, etc. This role will also require proficiency in ITIL frameworks, specifically in incident, problem, knowledge management, and continual service improvement. Along with the key functions listed below, this person will be expected to uphold the value that WaFd Bank places on simply being kind when serving our clients and colleagues. KEY FUNCTIONS:

Primary technical resource for software and hardware support ranging from Windows 10 to MacOS, and laptop/desktop functionality with all hardware peripherals. Also includes technical proficiency in core banking applications.

Act as final escalation point for tickets within the Service Desk, working with other IT teams, system and application owners, software/hardware vendors, etc. to resolve more complex challenges when they arise

Lead/mentor junior agents by providing support and guidance on tickets, training on systems/solutions, and aiding in overall ticket resolution with non-escalated tickets when appropriate

Ticket management, including appropriately prioritizing tickets, capturing required information, providing clear, concise, and timely updates to affected users, etc.

Knowledgebase management, including creation of knowledge articles, enhancement of existing articles, and improving access and navigation within the knowledgebase.

Problem management, including assessment of tickets that may result in problem ticket creation, impact analysis, root cause analysis, and resolution

Continual service improvement, including implementing automations or enhancements to existing processes, improve Service Desk experiences working with existing tools/solutions through process improvement, and aiding in implementation of new systems and programs.

Demonstrate thorough understanding and adherence to all Service Desk policies, procedures, SLAs, etc.

Adherence to bank policies and procedures designed to comply with Federal regulations, including but not limited to the Bank Secrecy Act, USA Patriot Act and OFAC regulations.

Other duties assigned.

Qualifications

Education

Bachelor's Degree in related IT field and 1 year experience in IT support role

Associate degree in related IT field and 3 years' experience in IT support roleOR

High School Diploma or equivalent with 5 years' experience in IT support role

Industry recognized and relevant certification desired. (CompTIA, ITIL, AWS,etc.) Skills/Training

Ability to use experience and judgment to plan and accomplish goals, performing a wide variety of tasks; degree of creativity and latitude is expected.

Excellent research, analytical, problem solving, and troubleshooting skills. Ability to manage time efficiently and work under stressful conditions.

Possess leadership qualities, organizational skills, and be detail-oriented

Ability to create comprehensive documentation on processes and standards.

Adaptive to changing infrastructure/ Ability to learn new concepts quickly

Demonstrates outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.

Proficient using scripting languages for automation Experience:

5+ years of IT related support experience required. Supervisor experience preferred.

Two years of ticket management using an ITSM preferred

Strong working knowledge of Windows OS, Microsoft 365, Active Directory/GPO, exchange, VOIP, and system management tools such as ECM(SCCM). Proficient in enterprise networks, banking computer systems, and print device troubleshooting in a networked environment.

Minimum 1 year in a highly regulated/ banking industry

ITIL (specifically Problem, Incident, Knowledge management, and Continual service improvement)

Benefits

At WaFd Bank you get all of these great benefits!

Paid time off for vacation, sick days and holidays

Health insurance

Stock options

Bonus programs

Generous 7% 401(k) employer matching*

Paid Parental Leave

Life and AD&D insurance

Long-term disability

Tuition Reimbursement

Employee assistance programs

Pre-tax health and dependent-care spending plans

WaFd Bank Benefits Summary - Click here for more information

EEO Statement

We are committed to Equal Employment Opportunity and Affirmative Action. We recruit, hire, train and promote persons in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military and/or veteran status, or disability in accordance with Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans Readjustment Assistance Act of 1974, which require affirmative action to ensure equal opportunity in all aspects of employment. WaFd Bank does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986, or any other Federal or State legally-protected classes. WaFd Bank is committed to providing reasonable accommodations to employees and applicants with disabilities to the full extent required by the Americans with Disabilities Act (ADA). If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at

EEO is The Law - click here for more information

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

EEO Policy Statement - WaFd Bank

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Pay Transparency Nondiscrimination Provision - click here for more information

CCPA Notice at Collection for CA Employees and Applicants

Requisition Post Information* : Posted Date

4/15/2025

Full Time