Service Delivery Technician I

Ent Credit Union • Colorado Springs, CO

1d • $21 - $25

About The Position

The Service Delivery team is a subset of the Information Technology department that supports the internal customer community by providing first tier technical assistance. Jobs in Service Delivery exist to support the internal customer community by providing first line technical assistance. This includes responding promptly and effectively to customer requests and problems and either directly resolving those problems or escalating to the appropriate resource and monitoring its effective resolution. This is an entry level helpdesk role providing direct customer support.

Requirements

• High School Diploma/G.E.D. or equivalent
• 1+ years' combined IT experience preferred
• 1+ years' financial institution experience preferred
• Strong communication skills (written, verbal, and listening) with specific ability to translate detailed technical details to a non-technical audience.
• Has a general understanding of the Ent organization, with the ability to prioritize the criticality of a user area or application requiring support.
• Excellent analytical skills.
• Courteous and tactful at all times with customers and IT colleagues.
• Demonstrates a strong orientation towards customer service.
• Proficient with the Microsoft Office Suite of products (Word/Excel/Outlook).
• Knowledge of IT systems/data security as it relates to financial institutions or other industries that must comply with federal regulations.
• A+, Network+, Security+, MCSA, MCSE, CCENT, CCNA or similar certification preferred

Responsibilities

• First point of contact for customers to request assistance.
• Receives and processes work requests that can be addressed by following standard procedures, such as resetting passwords.
• Resolves problems in a timely fashion, following established procedures.
• Able to conduct triage of incidents / service requests and escalates as appropriate.
• Documents problem and resolution.
• Operates effectively as a part of a larger team and in managing own work.
• Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Benefits

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees