IT Service Delivery Support Engineer II

Recognized by the city of Alexandria as a Gold Employer, the State Department Federal Credit Union (SDFCU) is dedicated to providing outstanding opportunities and professional development. Headquartered in Alexandria, VA, with assets exceeding $2.9 billion, we understand that our success is driven by our talented team members.

At SDFCU, we are committed to attracting and retaining top talent to ensure our continued success. Our tradition of exceptional service extends not only to our members but also to our employees. Through comprehensive internal training and workshops, we nurture professional strengths and provide ample opportunities for career advancement. Are you ready to join our dynamic team? We offer competitive salaries, exceptional health, dental, and vision insurance within the first 30 days of employment, a matched 401(K) plan with up to 4% SDFCU contribution, and much more.

Benefits and Perks of SDFCU Include:

• Diversity and Inclusion: Work in an environment that values and respects all team members
• Paid Holidays: Enjoy 12 paid holidays a year, including your birthday
• Flexible Work Options: Potential work-from-home options after the introductory period
• Generous Paid Time Off: Ample vacation and personal days to maintain a health work-life balance
• Tuition Reimbursement: Support for your ongoing education and career development
• Commute/Parking Incentives: Financial incentives for your daily commute
• Comprehensive Insurance: Access to excellent medical, dental, and vision insurance packages
• Gym Reimbursement: Stay healthy with our gym membership reimbursement program
• Team Bonding: Participate in company and team bonding events that foster a collaborative work environment

Join us at SDFCU and be part of a team that values excellence, innovation, and professional growth.

State Department Federal Credit Union is seeking an IT Service Delivery Support Engineer II to ensure the seamless operation of computer systems, enabling end users to accomplish business tasks efficiently. This role involves receiving, prioritizing, documenting, and actively resolving end-user help requests while escalating incidents as needed to maintain SLA expectations. Responsibilities include utilizing diagnostic tools and help request tracking systems, as well as providing in-person, hands-on assistance at the desktop level when required.

Essential Duties and Responsibilities:

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assist in software releases and roll-outs and communication to the end users.
• Field incoming requests to the Service Desk via telephone, service desk system, and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from service desk end users.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriate Service Delivery Senior Engineer.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

Required Skills and Competencies:

• Two (2) year to four (4) years of experience
• Four-year college degree in the field of Information Technology or equivalent combination of education and experience
• CompTIA - A+ Certification
• CompTIA - Network+ Certification
• ITIL Foundation - completed or must complete within first year
• Demonstrated technical aptitude in relevant areas such as, but not limited to PC hardware and software components, system applications, and general computer operations.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization's goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Strong end user service orientation.