At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

The Risk Technology Solutions – Applications Help Desk team is looking for a Senior Help Desk Analyst to support customer requests within Credit Risk Management. This includes support for 15+ different intranet applications, databases, and ongoing risk related processes.

The ideal applicant should have at least 3-5 years of experience as a Help Desk Analyst and able to perform these necessary skills:

• Provide business application support to customers.

• Maintain written documentation for each inquiry; communicate efficiently and effectively with customers. Manage customer issues using communication tools through incident updates; track and monitor the issue to ensure a timely resolution.

• Display sensitivity to callers' needs and situations. Actively use and update the support procedures to resolve issues. Organize and translate information into clear written support documentation. Make suggestions for improvements.

• Strong knowledge of incident management procedures and SharePoint.

• Applicants should enjoy a fast-paced environment, be able to multi-task and possess a sense of urgency. Critical thinking/analytical skills are essential.

• Additional hours during the week/weekend, as needed.

• Support the Help Desk Manager when called upon to do so.

Basic Qualifications

- Bachelor's degree or equivalent work experience
- At least 4 years experience with providing effective and efficient real-time support for a variety of desk-top technology users
- At least 4 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers
- At least 1 year experience with management approaches, tools, and techniques for gaining the cooperation and support of others

Preferred Skills/Experience
ITIL Service Management Foundation certification
Basic understanding in:
-IT service level agreements

Working experience in:
-Training process management
-IT environment
-Information security management
-IT service management (ITSM)
-IT incident management
-IT standards, procedures, policy
-Product and vendor evaluation

Extensive experience in:
-Technical troubleshooting
-Help desk

We are looking for someone to be able to work 9:00 am to 5:00 pm PST

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Learn how the way we work at U.S. Bank drives meaningful relationships with our customers and collaboration across the company.

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid holiday opportunities

• Adoption assistance

• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $76,840.00 - $90,400.00 - $99,440.00