Service Desk Administrator

This position provides support for basic incident and problem resolution and requests reported to the division service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. This position is responsible for collecting information through customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other second level service resources in a timely manner.

• Independently provide technical support to users spanning multiple platforms using various methodologies to resolve technical issues.
• Build, maintain and update Known Error Database and the Knowledge Database, ensuring incidents and resolutions are documented.
• Train and mentor new agents.
• Participate in compliance, regulatory, and technology training.
• Ensure compliance with applicable federal, state and local laws and regulations.  Complete all required compliance training.  Maintain knowledge of and adhere to Flagstar’s internal compliance policies and procedures.  Take responsibility to keep up to date with changing regulations and policies.

Job Requirements:

• Associate’s Degree or 2 years in a degree program + 2 years of experience in service desk administration or other technology role – OR – Bachelor’s Degree preferably in Computer Science, Engineering or other technical field of study.
• Knowledge of multiple application and platform domains such as password management, enterprise applications, and shared directory structures
• Strong verbal and written communication skills with proven ability to translate technical information to nontechnical users
• Good problem solving skills
• Experience with Mac OSX, iPad iOS and Safari
• Experience with ServiceNow or other incident management systems
• Familiarity with Android, iPhone and Windows Mobile operating systems
• Familiarity with Novell, Citrix, SQL Databases and Networking Technologies
• Strong understanding of MS Windows operating systems
• Proven ability to work well within a team environment
• ITIL, Helpdesk Institute (HDI), Cisco or Microsoft Certifications preferred
• Must be available to be on-call 24x7x365

Internal Use Only:  Band I – Hourly