IT Service Desk Representative I

Founders Federal Credit Union • Lancaster, SC, US, SC

6d • Onsite

About The Position

Founders Federal Credit Union is seeking an entry-level IT professional for an IT Service Desk Representative I position. This role is ideal for someone comfortable in a call center environment, providing technical support to Founders' employees. The ideal candidate will be flexible, dependable, punctual, and able to communicate professionally across all organizational levels. This position is located on-site in Lancaster, SC, and remote work is not available. The Service Desk Representative 1 will be a highly motivated individual with strong communication skills and an understanding of technical troubleshooting to assist internal end users with technical issues. This position will provide frontline technical support to end users via phone and tickets while collaborating frequently with the Service Desk Analyst, Service Desk Technicians, System Owners, and Systems Administrators to diagnose and resolve a variety of technical issues.

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.
• Demonstrated empathy and understanding for end users. (friendly, courteous, and helpful)
• Proven dependability and professionalism.
• Ability to work both independently and in a team environment.
• Desire to learn and understand software and hardware used in the Financial Services and Information Technology industry.
• Ability to analyze, prioritize, troubleshoot, and resolve issues presented from several different sources.
• Ability to ask relevant questions and a desire to identify root causes of issues.
• Ability to interact with all levels of the business in a professional manner.

Nice To Haves

• Understanding of technology preferred. (Laptops, Desktops, Printers, Windows, & Networks)
• 1+ year(s) experience in customer service, financial industry, or call center preferred.
• Commitment to Quality – strong attention to detail and accuracy

Responsibilities

• Respond to telephone calls, emails, and personal requests for technical support in a fast, friendly manner and explain technical situations to non-technical individuals.
• Create a positive end user support experience and build strong relationships with end users, while displaying a professional attitude and appearance.
• 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 while ensuring resolution or escalation is thoroughly documented and communicated accurately and timely.
• Provide technical support for computer and telecom incidents, desktop (hardware/software), and third-party systems (software/hardware). Escalate complex or unresolved tickets as directed.
• 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, but not limited to, BSA.
• Protect company data due to the critical nature of data security, adhering to information security policies.
• Adhere to the principle of least privilege to reduce the risk of unauthorized access to critical systems or sensitive data.
• Follow the asset management lifecycle process and procedures to support the efforts in maintaining an accurate and efficient configuration management inventory.
• Maintain a knowledge and understanding of the roles and responsibilities of the Incident Response teams defined in the Incident Response Plan.
• Comply with Founders’ policies and procedures, as well applicable laws, regulations, and statutes issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLB and BSA.
• All other duties as assigned.

Benefits

• Competitive salary and benefits effective on the first day of employment.
• 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