IT Service Desk Representative I

Founders Federal Credit Union • SC

95d

About The Position

Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. Founders Federal Credit Union is strongly committed to providing the highest level of quality service to our members. We realize our outstanding, dedicated employees make it all happen. Are you an entry level IT professional looking to start a career? If so, this position may be the right fit for you! We are in search of an individual who is comfortable in a call center environment, providing technical support for Founders' employees. This individual will need to be flexible, dependable, and punctual with the ability to communicate professionally with all levels of the organization. This position is located on-site in Lancaster, SC. Remote work is not available.

Requirements

• Information Technology Technical related experience and/or training, or equivalent combination of education (Associates in a Technology related degree) and experience is required.
• Basic computer and keyboarding skills required.
• Understanding of technology preferred (Laptops, Desktops, Printers, Windows, & Networks).
• Demonstrated empathy and understanding for end users.
• 1+ year(s) experience in customer service, financial industry, or call center preferred.
• Commitment to Quality – strong attention to detail and accuracy.
• Proven dependability and professionalism.

Responsibilities

• Provide frontline technical support to end users via phone and tickets.
• Collaborate frequently with the Service Desk Analyst, Service Desk Technicians, System Owners, and Systems Administrators to diagnose and resolve a variety of technical issues.
• Respond to telephone calls, emails, and personal requests for technical support in a fast, friendly manner.
• Create a positive end user support experience and build strong relationships with end users.
• Complete outstanding ServiceNow requests within the guidelines for employees.
• Provide initial assessment, triage, research, and resolution of incidents and requests regarding end user software products and infrastructure components.
• Provide technical support for computer and telecom incidents, desktop hardware/software, and third-party systems.
• Provide After-Hours support in a rotating schedule.
• Assist in building and maintaining the knowledge base through article creation and support policies.
• Ensure compliance with applicable statutes and regulations including BSA.
• Protect company data and respect the privacy of information.
• Adhere to the principle of least privilege.
• Follow the asset management lifecycle process and procedures.
• Maintain knowledge of the roles and responsibilities of the Incident Response teams.
• Comply with Founders’ policies and procedures, as well as applicable laws and regulations.
• Perform all other duties as assigned.

Benefits

• Paid Holidays
• Paid Time Off
• Family-oriented culture that values work/life balance
• Retirement Plan (401k with employer contributions + Pension Plan fully funded by FFCU)
• Comprehensive Health and Dental Insurance
• Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
• Voluntary Supplemental Life Insurance coverage for employee, spouse, and children
• Health Care and Dependent Care Flexible spending accounts
• Long Term Care Plan
• Short-Term and Long-Term Disability Insurance
• Tuition reimbursement to assist with furthering education
• Certifications - Assistance with achieving and maintaining
• Fit Founders Wellness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees