IT Help Desk Technician

CREATE CREDIT UNION • Las Vegas, NV

2d • $57,414 - $63,794

About The Position

The IT Help Desk Technician responds to user queries about technical malfunctions, diagnoses and resolves hardware and software issues, and follows the institution’s help desk standards. The technician investigates unfamiliar issues using available information sources, follows up with users to confirm resolution, and administers software used by users on a daily basis.

The role also involves asking questions to determine the severity or cause of an issue, helping set up users’ initial workstations, documenting recurring issues, and tracking pending tickets and emails.

Requirements

• Understanding of relevant software, hardware, and other technical equipment.
• Knowledge of customer service practices.
• Familiarity with software troubleshooting practices.
• Willingness to learn.
• Ability to relay information in a comprehensive manner.
• PC skills, including the ability to use Microsoft Office products such as Excel and Word, as well as Internet Explorer.
• Knowledge of Agile SDLC.
• Knowledge of Quality Assurance Methods.
• Knowledge of hardware and OS administration and maintenance.
• Knowledge of the Atlassian Software Package.

Nice To Haves

• Knowledge of database systems, data analytic techniques, or financial systems.
• Skill in writing clear and concise requirements documentation, user stories, and training materials; understanding user requirements; and implementing solutions.
• Microsoft certifications.

Responsibilities

• Respond to queries regarding technical malfunctions users may experience.
• Diagnose and resolve hardware and software issues.
• Follow help desk standards provided by the institution.
• Consult information sources when unprecedented issues arise.
• Follow up with users to ensure issues have been resolved.
• Administer software users interact with on a daily basis.
• Ask questions to determine the severity or cause of an issue.
• Help set up initial workstations for users.
• Document recurring issues.
• Keep track of pending tickets and emails.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed