At FNBO, our employees are the heart of our story--and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

Responsible for serving and providing a positive, world class experience directly with our end user community through various communication channels. Engage with the end user community through phone calls, operational tickets, projects, and meetings. Effectively communicate with peers and other teams to report and resolve hardware, software, and operational issues. Accurately log, monitor and escalate tickets when applicable. Assist in the development of strategies and solutions consistent with organizational objectives. Acts as an escalation point for other Service Desk teammates with a focus on mentoring team members while looking for ways to improve team's current condition. Assist with fostering a high accountability mindset and provide technical support to the end-user community and team by addressing all problems while ensuring delivery of consistent, quality customer service across the organization. Additional responsibilities include managing and leading large projects, communicate technical, business, and operational impacts of projects or problems and serve as a technical point of contact for leader of Service Desk.

Job Specific Accountabilities:

• Assist leader with all aspects of the Service Desk.


• Acts as an escalation point for other Service Desk teammates.


• Assist in initial tier 1 end user support.


• Development of self-service/self-help resources.


• Identify and diagnose issues and problems.


• Provide leadership to the end user hardware and software provisioning experience.


• Responsible for providing timely assistance to critical production issues and provide hands-on support when work volume dictates.


• Actively participates and/or leads assigned team projects.


• Proactively seeking attainment of individual and team goals.


• Models the way with a servant leader mindset.


• Proven ITSM knowledge and experience.


• Ability to create and generate executive reports for applicable key performance metrics on a monthly basis.


• Ability to act as an interim leader.

FNBO is committed to belonging, inclusion, diversity and equity. We are committed to intentionally and proactively creating pathways to success for historically underrepresented populations. To accomplish this, we foster a culture of belonging and inclusion so that every employee is valued, and has opportunity and the ability to make an impact. FNBO strives to reflect the diversity of the communities we serve in the makeup of our workforce.

See the full FNBO Equity, Diversity, & Inclusion Statement here

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement