Senior IT Service Delivery Engineer

Company: Disability Solutions
Location: Des Moines
Posted on: October 17, 2024

Job Description:

At FHLB Des Moines, we work each day to develop an inclusive culture that supports and leverages the complexity of a diverse workforce. This enables us to effectively serve the needs of our members and help them succeed.Manages and maintains a variety of desktop, mobile and asset management systems utilized by the IT Service Delivery team including optimization, upgrades, updates and licensing. Leads project requests/enhancements and business-as-usual (BAU) efforts. Assists with remediation of more complex technology issues (e.g., patching, vulnerabilities, etc). Resolves escalated incidents or service requests. Coordinates vendor management tasks (e.g., gathering quotes, purchase orders, etc.) for IT Service Delivery related items. Works independently, with minimal oversight by manager.Accountabilities:Responsibilities/Duties/Function/Tasks:

• Administer the Bank's virtual desktop infrastructure (VDI)
• Create, configure, optimize and monitor gold master images for use in the virtual and physical desktop environment
• Build and maintain virtual desktop pools
• Manage and support hosts, clusters and servers for the VDI environment
• Build, deploy and manage virtualized applications (such as App Volumes AppStacks)
• Configure and maintain profiles through tools such as VMware's Dynamic Environment Manger (DEM)
• Design and execute IT Service Delivery disaster recovery (DR) processes
• Ensure endpoint architecture aligns to IT roadmaps; understand and convey potential impact to Bank services and architecture
• Plan endpoint operating system (OS) upgrades for deployment
• Assist with application and OS installations and updates
• Administer monitoring tools (such as ControlUp) to analyze and develop metrics, reports and dashboards for VDI environment
• Administer and maintain Cisco Collaboration Tools, including Webex and Call Manager
• Administer O365 applications including licensing
• Support and design audio/visual solutions
• Create custom application deployment packages using tools such as PDQ
• Perform root cause analysis for service interruptions
• Document, research and resolve complex technical problems to ensure resolution in a timely manner, engaging third-party vendor support as needed, and recommending process improvements
• Develop complex batch and PowerShell scripts to assist with patching, failover, automation, etc.
• Manage applications on VDI servers
• Remediate vulnerabilities in the desktop environment, including printers and peripheral servers
• Function as a ServiceNow administrator
• Configure, maintain and administer the mobile device management (MDM) platform
• Implement, optimize and upgrade monitoring software
• Support Bank projects related to the desktop environment including systems upgrades, enhancements and implementations
• Add, remove and organize user and computer objects within Active Directory
• Maintain current professional and technical knowledge
• Assist with the creation and updating of department documentation
• Assist management with departmental internal controls and regulatory issues
• Participate in the acquisition and disposal of hardware and software
  • Responsible for asset management system and performs asset management procedures
  • Assist with tracking of software licenses
  • Independently conduct research into a wide range of computing issues
  • Perform Service Desk activities including:
    • Monitor incident queue as needed
    • Perform first-call resolution as needed
    • Respond to "walk up" requests as needed
    • Perform inventory management tasks as requested
    • Participate in on-call rotation as requested
    • Provide technical leadership for the IT Service Delivery engineering team
    • Perform other duties as assignedQualifications:
      • Bachelor's degree or 7+ years of industry experience required
      • 5+ years information technology experience including at least 4 years administering business applications required
      • Ability to establish effective rapport with all levels of employees and consistently provide professional customer service and training to non-technical users
      • 4+ years experience in VMware products (e.g., Horizon, VSphere) preferred
      • Role-relevant Microsoft certification, CompTIA A+, VMware VCP or similar certification required (or obtain within first 6 months)
      • Knowledge and experience with ITIL Management Framework
      • Demonstrated proficiency with Microsoft Windows OS, O365, Microsoft Active Directory, Android and iOS mobile devices, ServiceNow and Cisco Collaboration Tools
      • Demonstrated advanced proficiency with scripting tools such as PowerShell
      • Demonstrated advanced proficiency with mobile device management tools such as Workspace ONE
      • Demonstrated advanced proficiency with virtual desktop management tools such as VMware Horizon, vSphere and App Volumes
      • Ability to prioritize and consistently meet deadlines
      • Experience working in a team-oriented, collaborative environment with superior customer focus and creative problem-solving skills
      • Ability to establish effective rapport with all levels of employees and consistently provide professional customer service and training to non-technical users
      • Demonstrated planning and organizational skills
      • Superior documentation skills, specifically processes and procedures
      • Excellent communication skills, both written and verbalCompensation Range:Annual Salary: $68,000.00 - $76,600.00This salary range represents the Bank's good faith and reasonable estimate of possible compensation at the time of hire. Offer to be determined by selected applicant's education, experience, knowledge, skills & abilities, as well as internal equity and alignment with market data. This role is also eligible to participate in the Bank's annual incentive plan. As part of our competitive Total Rewards package, the Bank offers 11 paid holidays, 5 weeks of PTO and a work culture that values work/life balance. Most roles are eligible for our hybrid work schedule of 3 days per week in office, 2 days per week work-from-home. We match 100% of the first 6% you contribute to your 401(k), and provide an additional 4% non-discretionary contribution to your 401(k) at the end of year. More information on our Total Rewards program can be found .At FHLB Des Moines, we celebrate diversity, work to create an inclusive culture and champion equity in all of our policies and practices. This enables us to effectively serve the needs of our members and help them succeed. FHLB Des Moines is proud to be an Equal Opportunity Employer. We prohibit discrimination on the basis of race, color, religion, sex (including pregnancy, sexual orientation or gender identity), national origin, age, disability, veteran status, genetic information (including family medical history), status as a parent or any other characteristic protected by federal, state or local law.

Keywords: Disability Solutions, Ames , Senior IT Service Delivery Engineer, Engineering , Des Moines, Iowa