**Want to work for a great Organization?** The American Bankers Association is the banking industry's champion. Joining ABA makes you part of a team that: • has Extraordinary People - ABA experts are the "go to" sources for bankers, policy makers and the media for credible information and insights for the banking industry. • has Unmatched Scope and Scale - ABA's unparalleled information and services keep members current, knowledgeable and prepared. • is Impact-Driven - ABA has a proven record of bringing about positive change for our members and the industry. We take action and achieve results. Plus competitive pay, an outstanding benefits package, a convenient DC location, a professional collegial work environment and an opportunity to work on issues of national significance equals a winning combination! Click Here to review ABA's holistic approach to Benefits and Total Rewards. (https://www.aba.com/about-us/work-at-aba/benefits) Did you know that women and other marginalized groups are often reluctant to submit job applications if they don’t meet 100% of the requirements? We encourage you to take a chance! If you don’t satisfy every criterion, but know you can excel in the role, we urge you to apply! We’d love to connect and talk with you about joining our team. **Employer of Choice:** ABA is recognized with a _2023_ _Great Company Culture Award_ and _2024 Great Place to Work_ designation _!_ **Job Description:** ABA’s Engineer, Service Desk is an IT Engineering role in support of the Service Desk that helps ensure proper computer and other accessory operation for end users to accomplish business tasks effectively and timely. The Engineer is responsible for implementing projects and tasks necessary to support current or proposed ABA corporate end-user computing platforms. The Service Desk Engineer researches, designs, implements, and maintains the desktop workstations, mobile devices, and server-based applications at ABA. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop/laptop/accessory level. The Engineer will also support back-end systems in support of the Service Desk and end users. **Key Responsibilities:** Engineering Support + Develop laptop image and maintain it throughout its lifecycle in production and testing + Maintain Manage Engine keeping inventory current and laptops up to date with OS and application patches. + Develop new application packages as required and manage rollouts to end-users. + Test new software and hardware. + Manage the MDM system, updating iOS devices through quarterly upgrades. + Manage the Asset Explorer system, Print Server, and other systems specific to Service Desk. + Manage the Print Server and other systems specific to Service Desk. Ticket Management + Build rapport and elicit problem details from service desk customers. + Manage end-user expectations to reinforce SLAs. + Prioritize incidents and service requests according to defined processes to meet defined SLAs. + Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Technology stack includes: + Microsoft Office Suite (desktop and online versions) + Support meetings and Conferences – potentially utilizing Zoom webinars, Zoom Meetings, Zoom Rooms and Teams + Utilize the Ivanti Heat ticketing system for all requests, documentation, and resolution. Fulfillment of Incidents and Service Requests + Ability to provide a basic level of support and systems troubleshooting by responding to basic support requests and working with internal customers to support their IT needs. + Installing and connecting desktops and laptops (PCs) and other peripherals to the network, wiping and rebuilding infected desktops, software installation [e.g., Operating System, MS Office Suite, anti-virus software, commercial-off-the-shelf (COTS)] needed by the user for their work, assisting users with services and products. + Use remote tools and diagnostic utilities to aid in troubleshooting. + Research solutions through internal and external knowledge base as needed. + Identify and learn appropriate software and hardware used and supported by the organization. + Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. + Deploy pre-packaged software using distribution tools and processes as requested by end users. + Support the Laptop Refresh project by providing input and QC functions to enhance the process and laptop’s overall stability by ensuring all hardware and software is working as designed. + Cell Phones - Set up and ongoing troubleshooting of Apple and Android phones. Ticket Documentation & Knowledge Base SME + Detailed recording, tracking, and documenting the incident and service requests, in real time including all successful and unsuccessful decisions made and actions taken, through to final resolution. + Escalate incidents with accurate documentation to suitable technician, when required. + Create and maintain knowledge documents. + Provides QA Review for knowledge articles submitted by others. Problem Prevention + Alert management to emerging trends in incidents. + Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. + Test fixes to ensure an incident has been adequately resolved. + Develop help sheets and FAQ lists for end users. + Provide suggestions for continual improvement. + Troubleshooting of system problems, and escalation of problems to team members and vendors as necessary. + Ability to manage workstations with the desktop management tool Manage Engine Desktop Central, including computer imaging and software deployment. + Monitor the performance of the company's desktop infrastructure and make suggestions for improving efficiency. + Collaborate with existing vendors and ABA staff to ensure high levels of customer satisfaction with respect to end user computing needs. **Qualifications:** + 6-8 years of related experience providing Help Desk support + Knowledge of basic computer hardware, including Windows (laptops & desktops), Macintosh + Experience with desktop and server operating systems + Extensive application support experience with Microsoft Office + Microsoft 365 experience + Experience using Active Directory + Experience with building and configuring virtual servers, especially using VMware + Experience working in a team-oriented, collaborative environment + Ability to communicate effectively with customers across multiple channels (in person, phone, chat, and email) + Ability to work in a fast-moving environment to assist customers with technological requests + Self-starter with strong personal-management and problem-solving skills + Ability to conduct research into a wide range of computing issues as required + Ability to absorb and retain information quickly + Ability to present ideas in user-friendly language + Highly self-motivated and directed + Keen attention to detail + Proven analytical and problem-solving abilities + Ability to effectively prioritize and execute tasks in a high-pressure environment + Exceptional customer service orientation + Exceptional written and oral communication skills + Exceptional interpersonal skills, focusing on rapport-building, listening, and questioning skills + Strong documentation skills + Experience with firewalls and VPN clients, Fortinet experience preferred + Working knowledge of diagnostic utilities (e.g. manage engine) preferred + Azure exposure/experience preferre + Bachelor’s degree in the field of computer science and/or 4 years equivalent work experience preferred + Certifications in CompTIA A+, ITIL v4 certification, MCSD, MCSA or MCSE preferred + Zoom – meetings, webinar, conference rooms experience preferred + Experience with an incident tracking system e.g. ITSM ticketing systems preferred + Working knowledge of Industry standards and best practices for documentation and change management preferred Target salary range: $95,000 - $100,000 **Salary Band Range:** $68,177.00 - $95,477.00 - $122,777.00 American Bankers Association (ABA) is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, age, sex, marital status, gender identity, sexual orientation, disability, protected Veteran status, personal appearance, political affiliation, family responsibilities, or any other characteristic protected by applicable law. ABA encourages and celebrates diversity so if you are motivated, hardworking and want to make a difference, come as you are! The American Bankers Association is the voice of America’s banks—the small, midsize, regional and large banks that together employ more than 2 million women and men and help drive America's economy. Please join us and become a part of a rapidly transforming industry that drives growth and innovation at home and around the world.