IT Service Desk Specialist

Suncoast Credit Union • Tampa, FL

9d • Hybrid

About The Position

The IT Service Desk Specialist supports the Information Technology Division by troubleshooting and resolving hardware, operating system, and software-related problems. This role also maintains the active directory of users for the organization. An ideal candidate is a patient and kind individual who is driven to satisfy members and employees. This individual thrives in a high-ticket volume, fast-paced call center environment.

Requirements

• High school diploma or equivalent
• 1+ years of hardware and software troubleshooting experience preferred
• Preferred certifications; Microsoft MD-100 (Windows 10), MD-101 (Managing Modern Desktops), Comptia A+ 220-1001 or Comptia A+ 220-1002, MO-100 Microsoft Word, MO-200 Microsoft Excel, MO-300 Microsoft PowerPoint, or MO-400 Microsoft Outlook
• Basic technical knowledge of internal products and software necessary to assist staff with troubleshooting
• Ability to meet monthly adherence numbers
• Ability to work evening hours outside of normal operating hours
• Ability to prioritize tasks and deal effectively with changing priorities to meet deadlines in a fast-paced environment
• Accurate, detail-oriented, and organized with task management
• Ability to analyze and resolve routine problems or situations
• Customer Service

Responsibilities

• Facilitate incoming technical support calls
• Resolve staff support tickets while meeting adherence and SLA times
• Document all calls and follow through to the conclusion of the ticket
• Track assignments and communications between credit union members and staff
• Troubleshoot and resolve routine end-user hardware, operating system, and software-related problems for the Help Desk
• Troubleshoot issues with mobile devices and tablets remotely
• Create reference documents for departments and staff to maintain IT Help Desk knowledgebase
• Escalate and route non-Help Desk tickets to the correct inter departments
• Onboard or remove users from software applications and the active directory groups within allotted timeframes
• Communicate credit union outage notifications in a timely manner
• Assist with installation, troubleshooting, configuration, and customization of hardware or software
• Assemble and ship equipment for users
• Participate in the CU360 shadowing program

Benefits

• Bonus Program up to 12%
• 401K Matching up to 8%
• Retirement Planning
• Pay Increases based on Competency
• Employee Loan Discounts
• Flex Spending Accounts
• Medical Coverage
• Dental and Vision Coverage
• Access to 4,000+ Gyms
• Mental Health Resources
• PTO Wellness Days
• Short Term and Long Term Disability Coverage
• 11 Paid Holidays
• 3 weeks of Paid Time Off
• 4 weeks of Paid Parental Leave
• Birthday PTO
• Paid Volunteer Hours
• Degree Assistance up to $5,000 per year

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED