IT Help Desk I- Fort Worth

EECU•Fort Worth, TX

5d•$0 - $21•Onsite

About The Position

EECU is seeking a Help Desk Support I representative to provide support for end-users of the organization’s desktop computing environment. The 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. This role involves troubleshooting and diagnosing issues with hardware, software, peripherals, user access rights and permissions, and resolving issues within the individual’s skillset or escalating them as needed. The position also includes user provisioning, on-site support, hardware configuration and installation, and ticket follow-up. The role requires compliance with various Federal and State rules and regulations pertaining to banking.

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.
EECU will, in compliance with applicable laws, evaluate an applicant's credit history. Only applicants with good credit history will be considered for open positions.
If offered a position with EECU, will have to clear background check including employment, criminal, and drug screen.

Nice To Haves

Associates degree in IT or A+/Net+ certifications preferred

Responsibilities

Receiving and addressing support requests from end-users via phone or electronically.
Creating and updating tickets in the system.
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.
Escalating issues that require more skill or time to resolve.
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.
Providing IT Help Desk Support.
Performing User Provisioning.
Providing On-site support.
Performing Hardware configuration and installation.
Performing Ticket follow-up.
Responsible for 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 DD, Reg E, Reg CC, Reg Z, Reg B, FCRA/FACTA, and Service Members Civil Relief.
Required to attend initial and ongoing annual Bank Secrecy Act training.