IT Support Coordinator

Commonwealth Credit Union • Frankfort, KY

2d

About The Position

The IT Support Coordinator provides first-level support by identifying and
solving hardware and application issues for end-users. They support
work-from-home staff by providing hardware and assistance, document solutions
and processes, and work with vendors for application support. Additionally, they
assist with remote troubleshooting, software installation, and network support
while also providing technical information and support to IT staff.

This role requires technical proficiency, attention to detail, and a commitment
to maintaining accurate records.

Requirements

• technical proficiency
• attention to detail
• commitment to maintaining accurate records

Responsibilities

• Delivering first-level help desk support to end-users, assisting them through basic problem-solving steps to achieve effective resolutions.
• Leveraging internal member service skills to empower users, reducing recurring calls for common issues.
• Providing exceptional customer service by addressing user inquiries and issues with patience and professionalism.
• Ensuring user satisfaction by following up on resolved issues and escalating unresolved matters as necessary.
• Maintaining the necessary knowledge through self-paced training and technical certifications to effectively support hardware and software managed by the IT department.
• Staying updated on new technologies and the latest advancements in hardware and software.
• Communicating effectively, ensuring clear and concise information is conveyed over the phone, in-person, and through written communication.
• Documenting and updating procedures, creating detailed notes in help desk support tickets, and completing forms to ensure accurate transfer of fixed assets.
• Adapting to multi-channel support, including in-person assistance, written directions, and verbal descriptions to effectively address user needs and preferences.
• Efficiently managing time to prioritize and resolve support tickets, ensuring timely responses and thorough problem research.
• Enhancing expertise by actively pursuing development opportunities, including but not limited to, attending conferences, acquiring certifications, completing learning courses internally and through other relevant platforms, or engaging in both internal and external leadership programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees