Senior Mac Support Help Desk Specialist

at  US Bank National Association

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

TOP 3 SKILLS:

• Mac iOS
• ITIL (ServiceNow)
• Microsoft

BASIC QUALIFICATIONS:

• Bachelor’s degree or equivalent work experience
• ITIL Service Management Foundation certification
• 4+ years’ experience with providing effective and efficient real-time support for a variety of desk-top technologies including Mac iOS technologies
• 4+ years’ experience with tools and techniques for maintaining the environment
• Committed to, providing excellent service to internal and external customers

REQUIRED SKILLS/EXPERIENCE:

• JAMF 100 Certification
• Server software
• Remote computing
• Help desk
• PC/workstation software including Mac hardware and software
• Technical troubleshooting
• Application development tools
• IT environment
• Hand-held device software

PREFERRED SKILLS/EXPERIENCE:

• Working experience in: Telecommunications
• PC/workstation hardware,
• Server hardware
• Implementation
• Application delivery process
• IT standards, procedures, policy
  If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

THIS ROLE OFFERS A HYBRID/FLEXIBLE SCHEDULE, WHICH MEANS THERE’S AN IN-OFFICE EXPECTATION OF 3 OR MORE DAYS PER WEEK AND THE FLEXIBILITY TO WORK OUTSIDE THE OFFICE LOCATION FOR THE OTHER DAYS.

U.S. Bank is seeking a Senior Mac Help Desk Specialist with problem resolution and strong customer support experience to contribute toward the success of our technology initiatives. Provides in-depth support and leads problem-solving and implementation efforts for specific technology products or applications.

RESPONSIBILITIES:

• Resolves inquiries and requests for assistance with organization’s computer systems or PC’s.
• Resolves customer inquiries for one or more products or services.
• Analyzes complex issues and determines appropriate technical area or vendor to resolve problems.
• Coordinates with other IT areas to resolve problems if necessary.
• Maintains written documentation for each call; escalates complex problems to the next level of support as required by documented procedures; communicates efficiently and effectively with customers.
• Manages customer issues using communication tools through incident updates, tracking, and monitoring the issue to ensure a timely resolution.
• Monitor types of incoming calls and common resolutions. Displays sensitivity to callers’ needs and situations.
• Actively uses and updates the knowledge product to resolve issues.
• Makes suggestions for improvements.
• Understands and desires to meet individual and Service Center goals.
• Mentors team members to broaden team knowledge and technical skills.
• Participates in analysis of client identified issues or problems which may require changes to procedures, standards, or systems.
• Assists technical support regarding operational standards, policies, and procedures.
• Evaluates effectiveness of new utilities and state of the art tools.
• Identifies and considers emerging opportunities and risks when articulating astute and defensible options and recommendations.
• Supports the Help Desk Manager role when asked.

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That’s why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by la