Position Summary
The Tier I Helpdesk Support Specialist is responsible for the analysis, escalation and reporting of user issues related to the Credit Union’s IT systems, including Help Desk tickets and phone calls. The position requires a pro-active approach to resolving IT related issues and prioritizing needs and responses to internal customers. The incumbent requires strong customer service orientation, familiarity with computer systems, and the ability to load software and core applications.
Essential Duties and Responsibilities
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Respond to service calls, troubleshoot the nature/cause of reported problems, and take necessary steps to resolve issues in a timely and consistent manner.
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Escalate the tickets and calls to other IT staff as necessary.
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Appropriately prioritize calls/requests according to its impact on the Credit Union’s business and productivity. Assign tickets to IT staff as they are received.
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Follow up on all outstanding tickets for the department until the items are closed.
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Follow up with affected parties to inform them in the event escalation occurs and / or confirm satisfaction.
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Install hardware and software on desktop and laptop machines.
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Support and diagnose/troubleshoot hardware and software issues for desktop and laptop computers.
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Leverage remote connection and installation tools to efficiently resolve problems across the Credit Union’s network.
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Facilitate workstation moves.
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Re-image machines with Windows 10 and set up computers with all core applications. Image / re-image computers from standardized base image and business unit application profile.
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Maintain a current inventory of all hardware and software.
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Create and maintain support documentation for the IT team based on fixes identified during troubleshooting. Incorporate installation guides for software and PC builds.
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Run Helpdesk reports for monthly review by VP of IT.
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Observe security practices during a problem's resolution.
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Ensure that requests are recorded, managed, and closed appropriately in the help desk ticketing system.
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Ensure that all new and re-allocated hardware is updated in the IT inventory control software before deployment.
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Contribute to Help Desk efficiency improvements.
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Perform special projects and other duties as assigned.
Education
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Associate degree in IT or Computer Studies, Information Systems, or related technical discipline- required.
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A+ Essentials class completion – strongly preferred.
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Network + COMPTIA class completion – strongly preferred.
Basic Skills
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Laptop encryption - preferred
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Symitar Episys and Meridian Link - preferred
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Knowledge of common computing terminology and practices.
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Strong problem-solving skills.
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Strong attention to detail. Strong customer service orientation.
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Demonstrated ability to take initiative and use sound judgement.
Abilities
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At least 1 year helpdesk, desktop support, or call center - required.
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Microsoft Windows operating system, Windows 10 - required.
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Microsoft Office Suite (Office365) - required.
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Experience with general troubleshooting practices concerning desktop PC’s - required.
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Experience working with Active Directory, TCP/IP, print servers, and file servers – preferred.
Additional Requirements
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Candidates must satisfactorily pass a criminal background check, drug screening, and credit check. The position is contingent upon meeting these prerequisite requirements.
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Staff are normally assigned to one branch, office location, or remote worksite, but will be required on occasion to work from a different location or branch and attend in-person meetings. Reliable transportation is necessary to fulfill this requirement.
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Candidates and employees may be assessed for their ability to perform the position's essential duties.
Job Type: Full Time (Hourly position)
Salary: Commensurate with experience.
Benefits:
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Medical insurance
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Dental insurance
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Vision insurance
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401(k) with company match
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Paid time off
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11 Paid holidays
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Employee discounts
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Tuition Reimbursement
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Professional Counseling & Family Support
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Additional benefits
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty with or without accommodation. The requirements listed above are representative of the knowledge, skill, physical demands and /or ability necessary to achieve success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Link: Accommodations | U.S. Department of Labor (dol.gov).
Orlando Credit Union is an Equal Opportunity Employer. As an equal opportunity employer, Orlando Credit Union does not discriminate against any employee or candidate on the basis of age, race, gender identity, gender expression, genetic information, national origin, physical or mental disability, protected veteran status, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by all applicable federal, state, and local laws.