What are the responsibilities and job description for the IT Service Desk Analyst II position at Osaic?
Information Technology Opportunity in Financial Services
IT Service Desk Analyst II
Location(s):
20 E. Thomas Road, Phoenix, AZ 85012
Preferred Location(s): Phoenix, AZ
Osaic has returned to a hybrid work schedule, so we are seeking candidates willing to work a split schedule between home and the office.
Role Type: Full time
Salary: $55,000 - $70,000 per year annual bonus
Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, experience, and education.
Our competitive salaries are just one component of Osaic's total compensation package. Additional benefits include: health, vision, dental insurance, 401k, vacation and sick time, volunteer days and much more. To view more details of what you can look forward to, visit our careers page: https://careers.osaic.com/Creative/Benefits
Summary:
Imagine yourself working for a billion-dollar startup company with a strong revenue flow and a client base that goes back 60 years. Our employees are the "how" and the "why" of Osaic's success. Osaic is seeking an organized, detailed and energetic Analyst to join our Technology team.
We are seeking a detail-oriented Analyst to join and serve as a team member providing a single point of contact support for technology services within Advisor Group for staff, vendors, and guests, both onsite and remote. Support for computer hardware, standard and proprietary software applications, and other technology services. Successful candidates will have outstanding communication and technical skills and can effectively demonstrate fluidity in a fast-paced collaborative, dynamic environment. Candidates will need to be a fast learner, organized, and effective at multitasking and managing time.
Responsibilities:
Fields incoming requests to the Service Desk via both telephone, web, and other channels to ensure courteous, timely, and effective resolution to end-user technology issues
Provides timely First Contact Resolution whenever possible
Manages the Incident Management process throughout its lifecycle
Assists team with real-time consultation and mentoring to resolve challenges with appropriate guidance
Takes ownership and responsibility of new and escalated issues to a successful resolution
Coordinates bridge calls to drive timely resolution to high priority "Major" incidents
Identifies trends by monitoring and analyzing incidents and related data to initiate and track inputs to the problem management process
Escalates issues when necessary and involves experts wherever required to resolve problems as quickly as possible
The duties require that the Senior Service Desk Analyst receive and log work requests using an approved tracking system according to documented and trained standards
Demonstrates a sound understanding of ITSM operations and systems, as well as business-related processes and procedures
Continuously develops technical knowledge and understanding of all systems within the company portfolio
All other duties as assigned.
Education Requirements:
Bachelor's Degree in information Computer Science, Information Technology or related field is preferred; H.S. Diploma or GED certificate Significant Practical Experience will be considered.
Basic Requirements:
5 years' experience in Information Technology
2 years' experience in an advanced or senior role in a consultative technical and product support environment
3 years of experience in an IT Service Desk
Working knowledge of essential contact center tools and operations, including ACD/telephones, IP Telephony software applications and processes, ticketing systems, and integrated tools such as knowledge management and reporting systems
Familiarity with the fundamental principles of ITIL and SLAs
Technology Experience that will translate well into this role include: Troubleshooting Windows 10 OS, Dell Laptops with docking station and dual monitor configurations connected via LAN and Remote VPN (Cisco AnyConnect Client) networks. Apple IOS Devices; VMWare Virtual Desktops using Horizon Client software, supported and managed from the Horizon Administrator console. Standard software including Microsoft Edge web browser, SharePoint, Zoom, Teams, Office, Outlook Email, OneDrive and OneNote, Adobe Acrobat, Google Chrome and many others. Specialized financial operations software experience to support hundreds of Proprietary and SaaS web-hosted including NetX360, Wealthscape, Wealth Management Platform, etc. Many are MFA and SSO integrated applications. Softphone applications such as Cisco Webex and Genesys Cloud Contact Center and phones.
Tools used include ITSM platforms such as Cherwell Service Management, ServiceNow, Remedy, etc. MS Azure Portal, Exchange, Intune, MFA and Active Directory Administration in multiple domains.
Knowledge Management Systems (KCS Certified preferred), either integrated or standalone/web-hosted as part of the standard workflow.
Exceptional interpersonal and multitasking skills, with a focus on listening, questioning, analyzing, and documenting
Knowledge and experience with restoring service to any client laptop or mobile device that has authorized access to the network
Prioritizing and scheduling tasks
Performing post-resolution follow-ups and quality reviews
Reinforcing SLAs to manage end-user expectations
All other duties as assigned.
Preferred Requirements:
7 years experience in Information Technology
3 years experience in an advanced or senior role in a consultative technical and product support environment
5 years of experience in an IT Service Desk
Completion of an IT certification program
Advanced knowledge of the fundamental principles of ITIL
Advanced knowledge of Contact Center Operations, ticketing systems, and Active Directory provisioning
Prior experience in the financial services industry
Knowledge of Command line and other Diagnostic and monitoring tools are a plus.
