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Form of workScheduleMon - Fri: 8 AM - 5 PM, Alt. Saturdays 9-3 (40 Hours)What You'll DoSummary/Objective:The Service Desk Technician I role is primarily responsible for supporting all business areas within the company by answering calls to IS and through the incoming ticketing systems. This includes basic troubleshooting and triage, application installations and configurations, active directory security groups, mailing lists, account unlocks, and licensing of applications.
Further, this role is responsible for identifying trends and escalations for critical incidents and outages as well as provide first line end-user communication of incidents. This role also includes rotating on-call shifts and Saturday coverage.Essential Functions:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Serve as the first point of contact for employees seeking technical assistance from Information Systems department Demonstrate strong understanding of the tier 1 troubleshooting process by asking pertinent questions, running diagnostic tests, and reviewing detailed system logs. Work as a team to triage all requests by collecting relevant data, determining severity, and engaging resources to resolve the issue within the departments SLAs Educate users on self-service tools, misdirected requests, as well as methods to troubleshoot the problem on their own whenever possible Receive incoming calls and tickets and provide exceptional service through the ticketing system, teams messaging, live phone calls, and emails. Install, troubleshoot, support all Microsoft 365 applications Support business-specific applications and installations, VOIP software, MFA Azure resets, Android and iPhone OS, Windows 10, Windows 11, and Windows 7, VDI Environments, printers, and Active Directory User profiles. Provide User support for On-Site users as well as Remote Assist in the Documentation for End-User use and education. Utilize Remote Assistance tools including SCCM, Quick Assist, and Remote Desktop Technology Perform other job-related duties as assigned by Manager(s).What You'll Need Previous call center or customer support experience required Basic hardware and software troubleshooting skills required Excellent verbal and written skills Basic Knowledge of Active Directory/Azure Ticket Based Customer Service experience a plus (JIRA, ServiceNow, etc) Exposure to Windows 7, 10, 11, and Mac Operation Systems Exposure to Android and iPhone OS* Experience in Microsoft 365 Products: Outlook, Teams, Word, ExcelWhat We DoDCU is the largest credit union headquartered in New England - serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.We are proud to be a Equal Opportunity Employer/ Protected Veterans/Individuals with Disabilities.#LI-Hybrid #INDLW
