HelpDesk Support Specialist

HelpDesk Support Specialist

Responsible for providing technical assistance and support related to computer systems, hardware, and/or software. S/he will respond to queries, runs diagnostic programs, isolate problems, and determine and implement solutions.

Provide in-person or over the phone technical assistance and support for incoming queries and issues related to equipment, software, and hardware

Serve as the first point of contact for employee technical issues and service requests

Ensure accurate, up-to-date tracking of all incidents through the corporate ticketing platform. Responsible for logging and creation, triage and prioritization, queue maintenance, escalation tracking and append clear diagnostic steps, final resolutions and tags to tickets to build searchable internal resources.

Provide on-the-spot training to computer users when necessary

Oversee daily performance of computer systems throughout the TSCU network

Respond timely to e-mail messages from those seeking help

Ask questions to determine nature of problem

Walk TSCU staff through problem-solving process(es)

Install, modify, clean, and/or repair computer hardware and software as needed

Run diagnostic programs to resolve problems

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

Install/troubleshoot computer peripherals for users

Follow up with TSCU staff to ensure issue(s) have been resolved

Log feedback from TSCU staff about computer usage issues and help desk experience

Run reports to determine malfunctions that continue to occur

Perform other duties, responsibilities, and projects as assigned.

A highly eager and energetic individual looking forward to learning and excelling in the IT field

Computer Science degree, IT training, on the job experience or equivalent IT certification(s)

Intermediate understanding of networking concepts/computer hardware components

One to two years' experience in IT/IS in a financial industry (Credit Union, Bank, Mortgage Company, Investment Company, etc.)

Knowledge of electronic banking equipment and software

Experience with Active Directory

Experience with Microsoft 365 administration

Experience with web conferencing technology

Strong commitment to our mission – To enhance the lives of the members we serve by helping to make their financial goals a reality.

Minimum one (1) year of hands-on IT/IS experience in a high-pace, large or multi-location organization

Strong understanding of cultural competency

Preference for working in organizations that place priority on teamwork and collaboration

Strong communication skills – verbal, written, and analytical.

Problem Solving – Identifies and resolves problems timely.

Acknowledges, greets and responds quickly to customer needs; responds to requests for service and assistance.

Remains professional when dealing with negative situations. Demonstrated ability to work with confidence and ease at all levels within the Credit Union

Strong computer skills, along with knowledge of Microsoft Office (Word, Excel, PowerPoint) and traditional office products (copiers, fax machines, ten-keys, etc.)

Strong aptitude for computer, data, and internet processing

Ability to work under pressure, to meet deadlines, and to multi-task effectively

Listens and seeks clarification; responds professionally and positively to questions

Contributes to building a positive team spirit

Uses training opportunities to improve technical and customer service ability

May need to travel to other Branch locations as needed

Intermediate working knowledge of IT security

Ability to meticulously document, organize, and follow processes, fixes, solutions, and alternatives

Frequently requires use of manual dexterity and repetitive motions, primarily with the wrists, hands, and/or fingers. Must be able to occasionally lift and exert force of up to 40 pounds.

Competitive salary, based on experience, plus a generous benefits package that includes health, dental, life insurance, flexible spending plan, retirement plan.

The Southern Credit Union is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.