Help Desk- Fort Worth

Educational Employee Credit Union - (EECU) • Fort Worth, TX

383d • Onsite

About The Position

The Help Desk Support position at EECU is designed to provide essential support for end-users within the organization's desktop computing environment. The primary responsibility involves receiving and addressing support requests from users, managing ticket creation and updates, and ensuring effective communication until issues are resolved. This role requires troubleshooting and diagnosing hardware and software issues, user access rights, and providing timely resolutions or escalations as necessary.

Requirements

• High school diploma; Associate's degree in IT or A+/Net+ certifications preferred.
• 1-year experience in a Help Desk role or recent IT education/training.
• Ability to accurately perform tasks based on a checklist.
• Good analytical and problem-solving abilities.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Ability to conduct research to find solutions to technical problems.
• Strong customer service orientation.
• Excellent written, oral, interpersonal, and presentational skills.
• High focus on organization.

Responsibilities

• Receive and address support requests from end-users via phone or electronically.
• Create and update support tickets in the ticketing system.
• Communicate regularly with users until their issues are resolved.
• Troubleshoot and diagnose issues with hardware, software, and peripherals.
• Address and resolve issues within the individual's skillset or escalate as needed.
• Document all incoming support requests in the ticket system.
• Follow up with users on recently closed tickets to ensure issues are resolved.
• Provide on-site support and hardware configuration and installation.

Benefits

• Employee volunteerism programs
• Recognition awards for community involvement
• Opportunities for professional development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 10,001+ employees