Service Desk Specialist

America’s Credit Unions•Washington, WA

15h•$31 - $36•Onsite

About The Position

America’s Credit Unions is a leading company in the Financial Services Trade Association sector, known for our advocacy on behalf of all Credit Unions. We fuel our employee’s professional growth at every level, stand committed to the financial well-being of every member and champion the credit union story at every turn. We are seeking a highly organized and experienced Service Desk Specialist to serve as the first point of contact for staff seeking technical assistance and support. This role is responsible for delivering timely, high-quality support for day-to-day technology needs while ensuring issues are properly documented, prioritized, and resolved through the Service Desk. The ideal candidate will support a wide range of technologies and services, including workstations, software, user accounts, and collaboration tools. This position works closely with Systems Administrators, Security, and other IT teams to escalate issues appropriately, identify recurring problems, and improve the overall employee technology experience. This position is an IN PERSON role located in our offices in Washington, DC

Responsibilities

Provide computer support to users in the Madison and Washington DC offices, and also provide support for remote users. This includes responding to Jira tickets, answering calls, e-mails, troubleshooting internet and VPN issues, and mobile phone issues.
Log all support requests in the Jira ticketing system and make sure that all support requests are responded to, and resolved, in a timely manner.
Conducts research to understand root cause of technology issues and document the resolution of the issues.
Communicates updates to users that have been affected by a problem. Follows up with users after problems have been resolved to ensure user is fully operational.
Support, maintain, and troubleshoot issues on office equipment, such as printers, copy machines, and other devices.
Set up, maintain, troubleshoot, and support Video and Telecommunication systems (Teams, Zoom, Conference Room AV equipment).
Set up and configure new user accounts, manage e-mail distribution groups, as well as create and assign permissions to appropriate applications.
Set up new computers and laptops for employees and contractors. This includes imaging computers, installing software, etc.
Assist with the management of the computer imaging deployment servers
Manage and safeguard sensitive company and employee information with a high level of discretion and adherence to confidentiality protocols.
Provide basic training and user education on how to use software and hardware.
Create and/or maintain existing end-user support documents.
Work with vendors to ensure routine maintenance and repairs are done on IT equipment (servers, battery backups, printers, etc.).