IT Help Desk I- Fort Worth
About The Position
EECU is looking for a Help Desk Support I representative that will provide support for end-users of the organization’s desktop computing environment. The position’s primary responsibility is receiving and addressing support requests from end-users made by phone or electronically, as well as creating and updating tickets, and communicating regularly with users until a ticket is closed. The Help Desk Support position supports the following including troubleshooting and diagnosing issues with hardware, software, peripherals, user access rights and permissions, then addressing and resolving issues within the individual’s skillset that can be resolved quickly, or escalating issues that require more skill or time to resolve. Receives telephone calls and help desk requests from users experiencing problems with computer software or hardware and responds appropriately. Ensures all incoming items are documented in the ticket system and contacts users with recently closed tickets to ensure issues are resolved and follows up on tickets where IT may be waiting on additional input. Essential functions include IT Help Desk Support, User Provisioning, On-site support, Hardware configuration and installation, and Ticket follow-up.
Requirements
- High school diploma
- 1-year experience in a Help Desk role, or recent IT education or training
- Ability to accurately perform tasks based on a checklist
- Ability to absorb new ideas and concepts quickly
- Good analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to conduct research into order to find solutions to technical problems
- Ability to present ideas in a business-friendly and user-friendly language
- Strong customer service orientation
- Excellent written, oral, interpersonal, and presentational skills
- High focus on organization
- Compliance of all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, NCUA Privacy Regulations, Reg B, Reg Z, Reg DD, Reg E, Reg CC, Service Members Civil Relief, and FCRA/FACTA.
- Required to attend initial and ongoing annual Bank Secrecy Act training.
Nice To Haves
- Associates degree in IT or A+/Net+ certifications preferred
Responsibilities
- Receiving and addressing support requests from end-users made by phone or electronically
- Creating and updating tickets
- Communicating regularly with users until a ticket is closed
- Troubleshooting and diagnosing issues with hardware, software, peripherals, user access rights and permissions
- Addressing and resolving issues within the individual’s skillset that can be resolved quickly
- Escalating issues that require more skill or time to resolve
- Receiving telephone calls and help desk requests from users experiencing problems with computer software or hardware and responding appropriately
- Ensuring all incoming items are documented in the ticket system
- Contacting users with recently closed tickets to ensure issues are resolved
- Following up on tickets where IT may be waiting on additional input
- IT Help Desk Support
- User Provisioning
- On-site support
- Hardware configuration and installation
- Ticket follow-up
Benefits
- 40 hours (8 hours/ 5 days)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
