Senior Help Desk Specialist

Federated Investors is a world-class investment management company headquartered in Pittsburgh, Pennsylvania. With approximately $ 300 Billion in assets under management and over 151 different domestic and international equity, fixed-income and money market mutual funds, as well as a variety of separate account options, Federated delivers a diversified product line to financial intermediaries to help them reach a variety of investment goals for their clients. (For additional information about Federated Investors visit www.federatedinvestors.com)

An opportunity currently exists within our Business Information Services department for a Senior Help Desk Specialist.

CAREER OPPORTUNITY #: 005127

POSITION TITLE:  SENIOR HELP DESK SPECIALIST

DEPARTMENT:ASG – SERVICE DESK

POSITION SPECIFICATIONS:

- Bachelor degree in Business, Computer Science, Management Information Systems, or equivalent experience required

- Three to five years experience supporting the desktop / server environment supporting and troubleshooting Microsoft Windows XP desktop operating system and Microsoft Office XP Suite required

- Three to five years experience with service desk environment required

- Advanced knowledge of pc, laptop and peripheral configurations required

- Working knowledge of HP ServiceCenter or other Incident Management software tool required

- Experience supporting remote access/VPN users required.

- Familiarity with ITIL, HDI, and Sarbanes-Oxley preferred

- Help Desk Professional certification preferred

- ITIL Foundations certification preferred

- Microsoft certification preferred

- Experience support Financial Services industry preferred

MAJOR DUTIES:

- Provide support for all incidents coming into the Service Desk (via telephone or Employee Self Service)

- Ensure the incident details are accurately documented (from initial detection to resolution) in the designated tracking system and the appropriate BISD support personnel are notified.

- Provide desk-side support for incidents and request fulfillment (e.g. employee moves, transfers and systems access).

- Create, solicit and maintain knowledge base articles in support of knowledge management and incident recovery and resolution

- Provide technology and process leadership to other Service Desk employees, including mentoring and employee performance review input.

- Update procedural documentation to ensure accuracy and generates status reports in the requested format and frequency.

- Work with the Incident Manager and Service Support Team Lead to improve existing operational processes across the Division

- Work closely with other Service Management team members to ensure appropriate integration, consistency and efficiency of other related processes; build upon the synergies between new and existing services.

- Keep abreast of advances and trends in the industry relative to ITIL, HDI and ITSMF; continuously recommend process improvements where appropriate.

HOURS/LOCATION:

- Shift work:  7:00 a.m. - 3:00 p.m.; 8:00 a.m. - 4:00 p.m.; 9:30 a.m. - 5:30 p.m.; 12:00 p.m. - 9:00 p.m. (Overtime and off-hours support is required as scheduled)

- North Hills location – Pittsburgh, PA 15237 (May be required to work in other Federated locations)

EXPLANATORY COMMENTS:

- Demonstrates excellent customer service, telephone, communication and interpersonal skills with clients, coworkers and vendors

- Demonstrates cooperative attitude, flexibility and the ability to work as a member of a team as well as independently

- Demonstrates excellent decision making, problem solving and analytical skills with particular attention given to detail and accuracy

- Demonstrates a strong ability to communicate technical concepts in a non-technical manner

 

Federated Investors, Inc. offers a competitive salary and benefits package along with a professional environment.

 

For consideration, go to https://careers.federatedinvestors.com and apply to job # 5127 (Senior Help Desk Specialist).

 

Only those candidates in whom we have an interest will be contacted.

 

EOE