It Help Desk Specialist

Description

Hours: 8:30 am – 5:30 pm, Monday – Friday, w/some Saturdays.

Pay: $21.00/hr. or possibly higher depending on experience.

Your Purpose Will Be

The person in this position is responsible for providing technical support to end users, addressing a range of issues related to computers, applications, systems, devices, access controls, and hardware. This role involves identifying, researching, and resolving moderately complex technical problems. The specialist responds to support requests via phone, email, and online channels, escalating more complex issues as needed. Responsibilities also include documenting and tracking issues using appropriate tools and collaborating with other teams or departments to ensure timely resolution of user problems. Every employee is responsible for fulfilling our Mission Statement: To improve the financial well-being of our members, while providing world class service.

What You’ll Do

• Provide first-level support by troubleshooting hardware, software, and technical issues.
• Respond to IT Help Desk tickets, phone calls, and online support requests in a timely and professional manner.
• Install and configure PCs, operating systems, software, cabling, TVs, and replacement parts.
• Conduct audits of IT equipment including PCs, printers, phones, and other hardware.
• Manage the ordering, configuration, and replacement of IT equipment.
• Accurately document, track, and monitor support issues to ensure prompt resolution.
• Follow up with end users to confirm successful issue resolution and satisfaction.
• Deliver and install IT hardware across various company locations.
• Maintain and support peripheral devices such as printers and scanners.
• Participate in a rotating on-call schedule with other Help Desk team members.
• Escalate complex or unresolved issues to Level 2 IT Specialists as needed.
• Recognize and be able to make competent decisions concerning electrical IT gear.
• Perform other related duties as assigned to support the Credit Union and IT department.
• Understands the Bank Secrecy Act and how it is applied.
  
  

Perks For You

• Opportunity for advancement and career growth.
• Ongoing paid training opportunities.
• 12 paid holidays.
• Paid vacation, personal, and sick time off.
• Affordable health insurance options for all employees.
• 14.47% 401(k) contribution (no matching necessary).
• Discounts on Credit Card interest rates.
• Discounts on Mortgage Loan fees.
  
  

Requirements

The experience you need to succeed:

• One year to three years of similar or related experience preferred.
• Certifications or Degrees preferred.
• High School diploma or GED equivalent.
• Knowledge of Microsoft applications – Windows 10, 11 and Microsoft office applications.
• Able to learn through researching issues and help implement resolutions.
• Good working knowledge of I.S. practices and principles, operation of business machinery. Some knowledge of network operations.
• Must be flexible with schedule and able to work before and after work hours and on weekends.
  
  

Work Environment & Physical Requirements

• Works primarily in an office environment, with occasional trips into field environment locations. This includes but is not limited to various outdoor and indoor climates, public venues, and driving conditions.
• While performing the duties of this job, the employee may regularly need to: see, talk, hear, sit, stand, climb, balance, stoop, kneel, crouch, and perform repetitive movements with arms, hands, and fingers to handle, feel, grasp, and reach. A computer, phone, smart phone, and standard office equipment along with basic computer and server maintenance tools are normal tools for this position. Specific vision abilities that may be required by this job include close vision and distance vision. The employee may occasionally lift and/or move up to 50-75 pounds.
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.