Federal Home Loan Bank of Des Moines · 9 hours ago
IT Service Delivery Technician
Des Moines, IA
Full-time
Hybrid
Entry Level
$48K/yr - $57K/yr
2+ years expFederal Home Loan Bank of Des Moines is dedicated to developing an inclusive culture that supports a diverse workforce. The IT Service Delivery Technician provides high-level customer service support, assisting members and employees with technology questions and delivering hands-on support in various environments.
BankingFinancial ServicesMortgageReal Estate
Responsibilities
Perform first-call resolution or escalation for Service Desk requests
Document, research and resolve technical problems to ensure resolution in a timely manner and recommend process improvements
Analyze, troubleshoot, and resolve hardware and software issues involving third-party vendor support, as needed
Provide hands-on conference room, desk-side and walk-up support
Perform desktop hardware services and repairs, including imaging and remote assistance
Deploy images and AppStacks
Manage virtual desktop sessions, entitlements, and application assignments
Install and configure software
Monitor systems daily to ensure environment uptime and stability
Report on key service delivery data for monthly reporting KPI/KRI monthly for the Board of Directors
Become proficient in understanding applications used within the Bank
Utilize scripts to resolve more complex technical issues
Provide first-line defense by authenticating users before accessing essential systems, including performing Account Enablement, Password Resets, enrollment in Multi-Factor Authentication (MFA) and mobile device management
Assist with the root cause analysis for service interruptions
Develop Subject Matter Expertise (SME) in ServiceNow Incident, Request and Knowledge modules
Responsible for updating records in asset management system, following asset management procedures
Collaborate with other teams and management to communicate and resolve issues
Maintain current professional and technical knowledge related to the field
Assist with application and operating system (OS) support, including installations and updates
Create and update department documentation (e.g., Knowledge Base Articles, Processes and Procedures, Run Books, etc.)
Assist with maintaining software licensing and asset management system, as requested
Participate in on-call rotation
Perform other duties as assigned
Qualification
Required
High School diploma required
2+ years providing information technology support, including 1 year demonstrated strong customer service experience
Basic understanding of the ITIL Management Framework
Demonstrated proficiency with Microsoft Windows OS, O365, Active Directory, Android and iOS mobile devices, and ServiceNow
Competent with teleconferencing applications (e.g., Webex, Teams, Zoom)
Ability to prioritize daily tasks
Comfortable 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
Good communication skills, both written and verbal
Preferred
2-year or 4-year college degree in business or technical area
Experience with scripting tools such as PowerShell
Experience with mobile device management tools such as Workspace ONE
Experience with virtual desktop management tools such as Omnissa Horizon, and vSphere and App Volumes
Benefits
11 paid holidays
5 weeks of PTO
Work culture that values work/life balance
Hybrid work schedule
100% match of the first 6% you contribute to your 401(k)
4% non-discretionary contribution to your 401(k) at the end of year
Company
Federal Home Loan Bank of Des Moines
Federal Home Loan Bank of Des Moines is a financial services company providing mortgage and small business lending services.
201-500 employees
H1B Sponsorship
Federal Home Loan Bank of Des Moines has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (9)
2023 (10)
2022 (12)
2021 (11)
2020 (11)
Funding
Current Stage
Growth StageLeadership Team
Kristina Williams
President and CEO
Carol Kobuke Nelson
Independent Director
Recent News
2026-01-22
2026-01-16
Federal Home Loan Bank of Des Moines
2025-10-24
Company data provided by crunchbase