Fiserv Help Desk Analyst in Dublin, Ohio
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:
High School diploma, required
Bachelor’s degree, preferred
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
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.