It Helpdesk Specialist

What You’ll Do:

• Respond to user inquiries to the help desk and troubleshoot IT related questions and inquiries via phone, email, remote access or in person ensuring timely resolution or escalation.
• Log, track and prioritize support tickets using the ticketing system ensuring proper documentation and resolution timelines.
• Oversees the ticket queue, ensuring the equitable distribution of work orders amongst technicians. Escalates problems and coordinates resolutions, alerting other IT staff, IT Manager or other support areas as required.
• Collaborates with other IT team members to compile and report user feedback (e.g. response time, resolution time, satisfaction score, etc.).
• Maintain service level standards by ensuring that all credit union employees are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Maintains up-to-date inventory of computer hardware and software types and serial or license numbers, locations, and users.

What You Can Expect:

We believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Benefits and Perks

Employer-Paid Benefits:

• Health Insurance (only employee premium paid)
• Short and Long Term Disability
• Life Insurance and AD&D

Benefits:

• Dental & Vision Insurance
• Health Care and Dependent Care Flex Spending Accounts
• 401K Plan with match (based on length of employment)

Perks:

• Generous paid time off- Earn over 3 weeks of PTO during your first year of employment
• Holidays- 11 observed holidays in addition to paid time off
• Tuition reimbursement- Up to $5000 per year
• Performance based Incentive program

What You Need To Succeed:

• Education & Experience Required:
  • High school diploma or general education degree (GED)
  • 1 year experience working as an IT help desk specialist or in a similar customer support role.
• Knowledge & Skills Required:
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • Patient, friendly demeanor with a great aptitude for listening
  • Commitment to providing exceptional customer service
  • Team-oriented mindset with an openness to constructive feedback
  • Ability to read, write and comprehend simple instructions, short correspondence, and memos
  • Track record of serving others and putting team goals first
  • Owners mindset; takes ownership over everything within scope of responsibility

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, employee is regularly required to sit, stand, and walk; use hands and fingers to handle or feel; reach with hands and arms; talk and hear.
• Must be able to lift and carry up to 20 pounds.
• Vision requirements include close and classroom vision.
• Rarely required to travel by automobile.
• Occasionally required to work other than normal business hour