Service Desk Specialist

Eastman Credit Union•Kingsport, TN

11h

About The Position

Eastman Credit Union is now hiring a Service Desk Specialist! Our ideal candidate will conduct themselves in a way that reflects our high standards of professionalism and customer service. These standards include excellent communication skills, leadership ability, self-awareness, and flexibility. We search for candidates that reflect integrity, loyalty, and dedication in everything they do. Eastman Credit Union offers competitive pay and benefits, promotional opportunities, and a culture that is hard to beat! We have high expectations for performance and want employees who can rise to the challenge. Summary: Provide first level technical support for ECU staff. The Service Desk Specialist will gather data and provide initial response for reported issues and, if unable to resolve, follow escalation protocols to the proper I/T Operations support teams. Identify and manage risks within the department.

Requirements

Self-motivated individual with the ability to prioritize, meet deadlines, and manage changing priorities.
Excellent organization skills and strong aptitude for attention to detail.
Hands-on experience troubleshooting and resolving IT equipment and software related issues. Experience with banking and financial applications desired.
Proven customer service/support experience.
Strong analytical and problem-solving skills.
Ability to work individually and within a group.
Excellent verbal and written communication skills.
Associates degree in Computer Science, Information Technology, related IT discipline or equivalent work experience.
2+ years' experience in Information Technology or customer service related fields preferred.
Experience with Microsoft products and services.

Nice To Haves

Bachelor's degree preferred.
Microsoft and A+ certifications preferred.

Responsibilities

Apply working knowledge of PC software and hardware, operating system, and network services to provide technical end user support via email, phone, and desk-side assistance.
Schedule, process, and validate daily automated clearing house and batch processing.
Interact with I/T Operations support staff to restore service and/or identify and correct reported issues.
Acquire, implement, and configure new and existing hardware/software.
Document incident information into ECU's designated ticketing system.
Monitor system availability and performance.
Assist with desktop infrastructure implementation and configuration related to workstation/office moves.
Assist end users with issues and new product deployments related to ECU's corporate mobile device technologies.
Serve as a member or leader of various ECU and/or special project teams.