Assoc Service Desk Support Specialist

ACI Worldwide Inc. (Nasdaq: ACIW) is a payment systems company headquartered in Elkhorn Nebraska ACI develops a broad line of software focused on facilitating real-time electronic payments. These products and services are used globally by banks, financial intermediaries such as third-party electronic payment processors, payment associations, switch interchanges, merchants, corporations, and a wide range of transaction-generating endpoints, including automated teller machines ("ATM"), merchant point of sale ("POS") terminals, bank branches, mobile phones, tablet computers, corporations, and internet commerce sites 

In short, we’re helping banks, merchants and billers capture rising real-time opportunities and volumes, all to meet the shifting needs of their consumers and business customers. 

Our people are the core of our business. and represent a globally diverse, passionate and dedicated group of thousands of technology professionals around the world who share a common commitment to making our customers successful by driving the future of payments. We are looking for an Associate Service Desk Support Specialist to work from our Omaha, NE office and be part of a global team that’s involved in cutting-edge real-time payment platforms that is being used by global financial and e-Commerce corporations.  

Summary: 

Diagnose and troubleshoot incoming service desk calls. Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provide case status updates to management and end-users. Support and maintain effective relationships with users. 

Responsibilities: 

Assist in the execution of projects, work assignments and workloads for the Service Desk personnel, ensuring adherence to departmental policy and procedures and provides reports on Service Desk activities, performance and operational issues. 

Contribute to the development of the workflow, processes, goals and policies to continually improve the quality of customer service and technical services provided by the Service Desk personnel. 

Provide dedicated first and limited second level support to ACI users of IT systems through multiple support channels including but not limited to phone, chat, and email. 

Assist in the development or enhancement of Service Desk applications as needed. 

Deliver high-quality customer focused service through maintaining availability of services to IT customers. 

To foster and maintain a customer driven culture. 

To document and provide accurate information through use of service desk applications. 

Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security. 

Perform other duties as assigned. 

Minimum Qualifications: 

High School Diploma. 

2 years of relevant experience. 

Excellent customer service skills. 

Considerable working knowledge of most current released version or its most immediate predecessor of the following: Microsoft OS (Server/Workstation), Office365 or similar email suite. Microsoft Administration tools, Internet browsers (Chrome, Edge, Firefox) configurations. 

Excellent written and verbal communication skills 

Analytical and problem-solving thought process. 

Preferred Skills: 

Microsoft certified professional 

CompTIA or any related certification. 

Microsoft Entra ID, VPN, Mobile Device Management and virtual desktops knowledge. 

Experience with Mac operating systems, Mac computers, iPad and Mac ecosystem is an added advantage. 
 

Work Environment: 

Standard office environment. 

No Travel Required. 

Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment. Are you ready to help us transform the world of electronic payments? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.com.

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