IT Help Desk Representative

SIKORSKY FINANCIAL CREDIT UNION•Stratford, CT

7d•Onsite

About The Position

The IT Help Desk Representative assesses and troubleshoots computer support problems and applies an understanding of computer software and hardware products and services to resolve problems of users. Sikorsky Credit Union has been named the #1 Credit Union in Connecticut for 7 years in a row. We are one of the largest credit unions in the state, with over $1 billion in assets, and we continue to grow! If you are passionate about helping people achieve their financial goals and want to make a difference in the local community, we want to hear from you! We are looking for talented people to help us improve the banking experience for our valued members.

Requirements

Bachelor’s Degree in IT/IS related field or HS Diploma + 1-2 years related experience.
A+ Certification required
Strong communication, trouble shooting and problem-solving skills. Must be able to effectively prioritize and manage time to meet changing workload and deadlines as well as teach users fundamental concepts of various software applications.
Availability for on call and after-hours work (work scheduled to coincide with SCU retail hours, including Saturdays).
Proficiency with Microsoft Windows operating systems and Microsoft desktop applications.

Responsibilities

Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
Ascertains from computer user the nature of the problem, determines whether the problem is caused by hardware, such as for printers, cables, tablets, or scanners, formulates a diagnosis, and assists users through problem-solving steps.
Provides timely and accurate problem resolution support for internal and external customers.
Documents and updates IT Help Desk requests in the IT Help Desk database in a timely and professional manner.
Develops training materials, such as exercises and visual displays
Develops and maintains technical expertise for the hardware and software within area of responsibility. Installs, configures, tests and maintains these systems.
Keeps track of hardware asset inventory and data tape inventory to maintain the accuracy of the asset database and quickly identify the current location of hardware and data tapes. Performs regular audits of equipment and data tape locations as compared to the asset database, as well as runs inventory report.
Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management and vendors. Demonstrates the Credit Union’s core values of Service, Teamwork, Integrity and Responsibility.
Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
Ensures adherence to company policies and procedures and Banking/Credit Union Regulations.
Performs additional duties as required.