Service Desk Agent

It's an exciting time to be at Hanscom Federal Credit Union!

As a member of our Branch Network, you will join a dynamic team of dedicated individuals committed to delivering exceptional service to our members.

• Members-first – our members are our top priority. We make business decisions with our members at the top of mind.
• Integrity – we're honest and committed to doing what's best for our members and our company. What is right isn't the same as what is easy.
• Teamwork – we are in this together and we all benefit from our success.
• Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
• Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.

Location: Littleton

This position follows a hybrid schedule of three days in-office and two days remote per week.

$27.77/hr to $34.72/hr

Compensation for this position will be determined based on the candidate's experience, skills, and qualifications. Final pay may vary depending on factors such as prior experience, expertise, and specific requirements of the role. We are committed to offering competitive compensation and will discuss the final pay rate with candidates should an offer be made.

• A full-time, permanent position that will reward you through either an incentive or bonus program.
• Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
• We are committed to fostering career growth and development – when you join our organization it's not just a job.
• We look to develop your skills aligned to our business needs and help you progress in your career.

You are a dynamic, detail oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member. You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected.

• Provides first-line and escalated technical support to employees for incidents and service requests requiring elevated permissions or technical expertise. Performs complex application support focused on containment and internal resolution and systematically troubleshoots hardware, software, applications, mobile devices, basic networking, and other technology issues by identifying symptoms, researching causes, and resolving or escalating issues as appropriate.
• Independently manages incidents and service requests using IT Service Management tools, including capture, triage, prioritization, tracking, status updates, troubleshooting, documentation, resolution, and escalation in accordance with established Service Level Agreements, Service Level Targets, procedures, and policies.
• Performs user account administration and maintenance for new hires, transfers, and terminated employees, and leads the biweekly new-hire initial logon process.
• Researches and resolves complex incidents using the Knowledge Management System and documented standard operating procedures, and collaborates with the Escalation Engineer when advanced technical support is required.
• Creates and curates Service Desk knowledge articles and recommends improvements and enhancements to the knowledge base and known-issues tracking database.
• Serves as an experienced resource to the Service Desk team by leading by example, modeling and reinforcing documented team procedures and policies, providing constructive feedback, and helping team members learn and grow while promoting individual and team…