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SalaryIt's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Position Summary
In this role, the Help Desk Support Specialist I will be responsible for addressing inquiries and managing requests related to information systems. The main duty is to support team members and branches of the credit union by troubleshooting problems, issuing resolutions, providing software updates, managing Help Desk tickets, and creating/maintaining technical documentation. Effective interpersonal skills are required due to frequent interactions with users, as well as strong written and verbal communication skills. The Help Desk Support Specialist I will report to the Help Desk Manager.
Principle Duties and Responsibilities
Willingness and ability to exhibit Wellby Core Values every day.
Works purposefully and is driven to provide the best team member experience.
Provide first-tier phone/ticket support to assist users in a timely manner.
Resolve technical issues and escalate advanced inquiries to the appropriate technician/department.
Record data required to analyze problems and track them to the final solution.
Present information related to system problems and Help Desk activity for management review and action.
Be flexible with work hours, which may involve rotating shifts and weekend work.
Assist with adds, moves, and changes of company hardware/software.
Identify, assess, and prioritize service requests via ticketing system, email, chat, or phone.
Assist team members with downtime procedures in the event of an outage.
Provide rapid recovery from system issues and outages.
Assist in IT projects as directed.
Perform other related duties as assigned.
Knowledge, Skills, and Abilities (KSA)
Knowledge of Wellby’s organizational functions and general operating policies and procedures.
Knowledge of the systems/computer field, including application design, hardware, software, and their capabilities and limitations.
Knowledge of current network hardware, PC operating systems, protocols, and standards.
Knowledge of Microsoft Office Suites or related software.
Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
Skilled in organizational skills and attention to detail.
Ability to work in a fast-paced team environment with exceptional customer service skills.
Ability to communicate clearly and concisely, orally and in writing.
Ability to efficiently understand and follow oral and written instructions, perform routine duties, establish and maintain effective working relationships with other team members.
Ability to coordinate several concurrent activities simultaneously.
Ability to explain technical information in understandable language to non-technical team members.
Ability to develop, interpret and apply program regulations.
Ability to troubleshoot.
Supervisory Responsibilities
The team member does not have supervisory responsibilities.
Complexity & Scope of Work
The team member performs a variety of related tasks, which are mostly routine but sensitive in nature.
Non-routine situations or conflicts are usually referred to the supervisor for resolution.
Instructions to the team member may be general or specific in nature.
Courses of action are determined by established procedures and/or the Help Desk Manager.
The team member’s work is reviewed periodically for accuracy, completion, and compliance with Wellby’s policies and procedures.
Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
Physical Demands & Work Environment
The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings.
The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
The ability to observe details at close range (within a few feet of the observer).
Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
The noise level in the work environment is usually moderate.
Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.
Minimum Qualifications
High School Diploma Required
Bachelor’s Degree in Computer Science or a related field preferred.
Minimum one (1) to three (3) years of work experience required.
Customer service experience required.
Experience working with Mac OS (non-IOS) products in an Enterprise environment (preferred)
Excellent troubleshooting skills.
High degree of organization, ability to multi-task, and meet deadlines.
Bondable
For All Candidates
This is a Full-Time, Hourly (non-exempt) role.
