IT Service Desk Representative I

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Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. Founders Federal Credit Union is strongly committed to providing the highest level of quality service to our members. We realize our outstanding, dedicated employees make it all happen.

Are you an entry level IT professional looking to start a career? If so, this position may be the right fit for you! We are in search of an individual who is comfortable in a call center environment, providing technical support for Founders' employees. This individual will need to be flexible, dependable, and punctual with the ability to communicate professionally with all levels of the organization.


This position is located on-site in Lancaster, SC. Remote work is not available.

Don't meet all of the requirements below? We would still love to hear from you!

Responsibilities and Duties:

The Service Desk Representative 1 will be a highly motivated individual with strong communication skills and

an understanding of technical troubleshooting to assist our internal end users with technical issues. This position

will provide frontline technical support to end users via phone and tickets while collaborating frequently with the Service Desk Analyst, Service Desk Technicians, System Owners, and Systems Administrators to diagnose and resolve a variety of technical issues.

Job Duties & Responsibilities:

1. Excellent organization plus excellent oral and written communication.
2. Follow basic procedures and processes per management direction. This role requires regular direction from Management, Supervisor or Team Members.
3. Respond to telephone calls, emails, and personal requests for technical support in a fast, friendly manner and explain technical situations to non-technical individuals.
4. Create a positive end user support experience and build strong relationships with end users, while displaying a professional attitude and appearance.
5. Complete outstanding ServiceNow requests within the guidelines for employees.
6. Responsible for providing initial assessment, triage, research, and resolution of incidents and requests regarding end user software products and infrastructure components while ensuring resolution or escalation is thoroughly documented and communicated accurately and timely.
7. Provide technical support for, but not limited to, the following areas: computer and telecom incidents, desktop (hardware/software), third-party systems (software/hardware). This role will escalate complex or unresolved tickets as directed.
8. Provide After-Hours support in a rotating schedule.
9. Assist in building and maintaining the knowledge base through article creation and support policies to assist the IT team as well as the end user.
10. Ensure compliance with applicable statutes and regulations including, but not limited to, BSA.
11. Due to the critical nature of data security, each employee has the responsibility to protect company data. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality. Guidance is contained in the company information security policies. Violations of policy may result in disciplinary action, up to and including termination.
12. Adhere to the principle of least privilege to reduce the risk of unauthorized access to critical systems or sensitive data by maintaining account permissions to accounts, processes and programs only required to do the job assigned.
13. Follow the asset management lifecycle process and procedures to support the efforts in maintaining an accurate and efficient configuration management inventory.
14. Maintain a knowledge and understanding of the roles and responsibilities of the Incident Response teams defined in the Incident Response Plan
15. Comply with Founders' policies and procedures, as well applicable laws, regulations, and statutes issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLB and BSA. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality.
16. All other duties as assigned.

Job Specifications:

The individual must have the ability to work both independently and in a team environment. They must desire to learn and understand software and hardware used in the Financial Services and Information Technology industry. The representative must be able to analyze, prioritize, troubleshoot, and resolve issues presented from several different sources. This role receives frequent direction as they develop their basic technical background. They must demonstrate the ability to ask relevant questions and a desire to identify root causes of issues. The individual must possess the ability to interact with all levels of the business in a professional manner. Due to the nature of the IT department, this position will require an on-call rotation that includes nights and weekends on a rotating basis. Occasional lifting of equipment up to 50 pounds will be required.


Skills, Education, & Experience:

1. Information Technology Technical related experience and/or training, or equivalent combination of education (Associates in a Technology related degree) and experience is required.
2. Basic computer and keyboarding skills required.
3. Understanding of technology preferred. (Laptops, Desktops, Printers, Windows, & Networks)
4. Demonstrated empathy and understanding for end users. (friendly, courteous, and helpful)
5. 1+ year(s) experience in customer service, financial industry, or call center preferred.
6. Commitment to Quality - strong attention to detail and accuracy
7. Proven dependability and professionalism

Candidate must be available Monday-Thursday 8am-5pm, Friday 8am-6pm, however, due to the nature of the IT department, this position will require an on-call rotation that also includes nights and weekends on a rotating basis.

Benefits:


The Service Desk Representative, an hourly paid position, will earn a competitive salary and benefits effective on the first day of employment. Benefits provided include the following:

• Paid Holidays
• Paid Time Off
• Family-oriented culture that values work/life balance
• Retirement Plan (401k with employer contributions + Pension Plan fully funded by FFCU)
• Comprehensive Health and Dental Insurance
• Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
• Voluntary Supplemental Life Insurance coverage for employee, spouse, and children
• Health Care and Dependent Care Flexible spending accounts
• Long Term Care Plan
• Short-Term and Long-Term Disability Insurance
• Tuition reimbursement to assist with furthering education
• Certifications - Assistance with achieving and maintaining
• Fit Founders Wellness Program

A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.


EOE