Help Desk I
About The Position
Act as the first line of defense for the IT department: Reply to all incoming tickets, emails, and phone calls in a timely manner. Perform triage of requests and properly address/assign issues in a methodical and organized manner. Provide prompt, knowledgeable, and courteous support to staff regarding system problems or information requests through the IT help desk. Provide detailed documented histories of all incidents, including diagnostics performed and successful solutions. Maintain the incident tracking/ticketing database. Ensure that incidents/tickets are timely input, regularly updated, and entered in a clear and concise manner. Support Workstations, Desktops, Laptops, Mobile Devices & Deployment of Hardware/Software and offline systems directly and/or remotely. Ensure security, privacy, and proper usage of company-provided assets. Assist in documenting changes per Change Management Policy and ensuring accurate system integrity and accuracy.
Requirements
- Minimum of 6 months to two years of prior help desk or technical support
- Associate degree in hand or completion of a specialized course of study at a business or trade school.
- To be considered for this position, candidates must have experience in a similar role or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
- Working knowledge of computer networking or operation concepts, means, and practice.
- Ability to communicate clearly, written and verbal, by telephone, video conferencing or in-person
- Ability to make independent decisions and to exercise excellent judgment
Responsibilities
- Provide timely and efficient technical assistance and support for PC Users and IT staff.
- Develop necessary documentation of all requests, including but not limited to tickets, ticket replies, solutions, standard operating procedures (IT related), troubleshooting steps, acknowledgment of end user acceptance, and change requests as needed.
- Communicate new documentation to the proper staff and perform any necessary end user follow up to resolve issues with acknowledgement.
- Assist in managing the devices and systems as needed.
- Performs other job-related duties as assigned.
- Act as first level support for general IT issues.
- Provide resolutions for end users and continue education as needed to maintain a high-level of understanding in Credit Union technology.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
