Fiserv Help Desk Analyst in Dublin, Ohio

Position Description

What does a great Helpdesk Analyst do?

A Corporate Systems Technology Help Desk Analyst is responsible for providing account administration for corporate supported systems and applications responsible and 1st Tier Support for Fiserv’s internal systems and business processes. The analyst will capture and document the details of processed requests, as well as issues reported by using the ticketing system which manages and tracks requests and incidents. The Help Desk Analyst must be able to adjust to a rapidly changing environment and have excellent interpersonal, communication (both verbal and written) and problem-solving skills. The ideal candidate will have a balance of customer service skills as well as an aptitude for the technical nature of the position.

Essential Job Responsibilities:

  • Provide Tier 1 technical support for computer hardware and software issues, including direct and remote network connectivity, both over the phone and via walkup service

  • Administer Active Directory, RSA tokens, Citrix, mainframe, and other user accounts as applicable, including the creation, modification and termination of accounts

  • Use a ticketing system to track and manage requests

  • Process service requests, including remote software installations, access requests, and RSA token distribution

  • Capture and document the details of issues reported or assigned, and troubleshooting steps taken to resolve or escalate the issue

  • Interact with peers and Tier 2 teams for knowledge sharing, research, and updates

  • Collaborate with internal security groups to ensure compliance of security policies

  • Work with internal and external auditors to provide appropriate documents/evidence as requested

  • Create and maintain documentation on account maintenance

  • Proactively identify potential issues in the enterprise environment; alert incident management and peers as appropriate

Basic qualifications for consideration:

Education

High School diploma, required

Bachelor’s degree, preferred

Certifications

ITIL Foundations, preferred

Job Related Experience

  • Minimum 2 years technology support experience

  • Information Technology customer service experience

  • Experience in supporting Microsoft Windows (Server/Workstation) and mainframe environments

  • Experience with wired and wireless networking, including Virtual Private Network (VPN) remote connectivity

  • Experience with MS O365 and Outlook

  • Knowledge of Microsoft Active Directory administration

  • Knowledge of incident management and service request fulfillment processes

Additional Skills/Knowledge

Proficient verbal and written communication skills

Ability to multi-task and adapt to a rapidly changing environment

Possess a sense of urgency, can prioritize work, and manage deadlines

Aptitude in understanding technical concepts and learning new technologies

Flexibility and reliability relative to work schedules

Fiserv is an Equal Opportunity Employer/Disability/Vet.

Fiserv is an Equal Opportunity Employer/Disability/Vet. Visit http://www.careers.fiserv.com/eeo for more information.