IT Service Desk Specialist

Overview

Compensation: $19.00 - $25.00 hourly based on experience and credentials. Location Type:
Hybrid, a flexible work model blending in-office and remote working. Position Type:
Full Time.

Schedule:

Monday through Friday, between the hours of 7:00 AM - 6:00 PM. The IT Service Desk Specialist supports the Information Technology Division by troubleshooting and resolving hardware, operating system, and software‑related problems. This role also maintains the active directory of users for the organization. An ideal candidate is a patient and kind individual who is driven to satisfy members and employees.

This individual thrives in a high-ticket volume, fast‑paced call center environment.

• Facilitate incoming technical support calls
• Resolve staff support tickets while meeting adherence and SLA times
• Document all calls and follow through to the conclusion of the ticket
• Track assignments and communications between credit union members and staff
• Troubleshoot and resolve routine end‑user hardware, operating system, and software‑related problems for the Help Desk
• Troubleshoot issues with mobile devices and tablets remotely
• Create reference documents for departments and staff to maintain IT Help Desk knowledge base
• Escalate and route non‑Help Desk tickets to the correct inter‑departments
• Onboard or remove users from software applications and the active directory groups within allotted time frames
• Communicate credit union outage notifications in a timely manner
• Assist with installation, troubleshooting, configuration, and customization of hardware or software
• Assemble and ship equipment for users
• Participate in the CU360 shadowing program

• High school diploma or equivalent
• 1+ years of hardware and software troubleshooting experience preferred
• Preferred certifications:
  Microsoft MD-100 (Windows 10), MD-101 (Managing Modern Desktops), CompTIA A+ 220‑1001 or 220‑1002, MO‑100 Microsoft Word, MO‑200 Microsoft Excel, MO‑300 Microsoft PowerPoint, or MO‑400 Microsoft Outlook
• Basic technical knowledge of internal products and software necessary to assist staff with troubleshooting
• Ability to meet monthly adherence numbers
• Ability to work evening hours outside of normal operating hours
• Ability to prioritize tasks and deal effectively with changing priorities to meet deadlines in a fast‑paced environment
• Accurate, detail‑oriented, and organized with task management
• Ability to analyze and resolve routine problems or situations

• Customer Service

• Financial Well‑Being:
  Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
• Wellness:
  Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
• Work‑Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
• Community Involvement:
  Paid Volunteer Hours
• Growth:
  Degree Assistance up to $5,000 per year