HelpDesk Support Specialist

Southernonline; Fayetteville (GA); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

Flexible spending plan

Retirement plan

Job summary

The Southern Credit Union is seeking a HelpDesk Support Specialist to provide in-person and phone-based technical assistance for computer systems, hardware, and software. You will be the first point of contact for employee IT issues and service requests, logging and triaging incidents in the ticketing system, and delivering on-the-spot user training.

The role covers LAN/WAN troubleshooting, hardware/software installs, and problem resolution across multiple branches.

Qualifications

• Computer Science degree or IT training or equivalent IT certification(s).
• 1–2 years IT/IS experience in a financial industry (Credit Union, Bank, Mortgage Company, Investment Company, etc.).
• Knowledge of Active Directory and Microsoft 365 administration.
• Strong communication skills and problem-solving abilities.

Responsibilities

• Provide in-person or phone-based technical support for hardware, software, and equipment issues.
• Serve as the first contact for employee technical issues and service requests.
• Log, triage, and track incidents in the corporate ticketing system with clear resolutions.
• Provide on-the-spot training to computer users when necessary.
• Maintain daily IT operations for the TSCU network, and respond to emails promptly.
• Install/repair hardware and software, and troubleshoot LAN/WAN connectivity.
• Travel to branch locations as needed.

Skills

IT support

Customer service

Active Directory

Microsoft 365

Networking basics

Education

Computer Science degree or IT certification

Tools

Ticketing system

Job description

***This position is not Remote***

Position: HelpDesk Support Specialist

Role Overview:

Responsible for providing technical assistance and support related to computer systems, hardware, and/or software. S/he will respond to queries, runs diagnostic programs, isolate problems, and determine and implement solutions.

Essential Duties and Responsibilities:

• Provide in-person or over the phone technical assistance and support for incoming queries and issues related to equipment, software, and hardware
• Serve as the first point of contact for employee technical issues and service requests
• Ensure accurate, up-to-date tracking of all incidents through the corporate ticketing platform. Responsible for logging and creation, triage and prioritization, queue maintenance, escalation tracking and append clear diagnostic steps, final resolutions and tags to tickets to build searchable internal resources.
• Provide on-the-spot training to computer users when necessary
• Oversee daily performance of computer systems throughout the TSCU network
• Respond timely to e-mail messages from those seeking help
• Ask questions to determine nature of problem
• Walk TSCU staff through problem-solving process(es)
• Install, modify, clean, and/or repair computer hardware and software as needed
• Run diagnostic programs to resolve problems
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
• Install/troubleshoot computer peripherals for users
• Follow up with TSCU staff to ensure issue(s) have been resolved
• Log feedback from TSCU staff about computer usage issues and help desk experience
• Run reports to determine malfunctions that continue to occur
• Perform other duties, responsibilities, and projects as assigned.

Preferred Knowledge, Skills, and Abilities:

• A highly eager and energetic individual looking forward to learning and excelling in the IT field
• Computer Science degree, IT training, on the job experience or equivalent IT certification(s)
• Intermediate understanding of networking concepts/computer hardware components
• One to two years’ experience in IT/IS in a financial industry (Credit Union, Bank, Mortgage Company, Investment Company, etc.)
• Knowledge of electronic banking equipment and software
• Experience with Active Directory
• Experience with Microsoft 365 administration
• Experience with web conferencing technology
• Strong commitment to our mission – To enhance the lives of the members we serve by helping to make their financial goals a reality.
• Minimum one (1) year of hands-on IT/IS experience in a high-pace, large or multi-location organization
• Strong understanding of cultural competency
• Preference for working in organizations that place priority on teamwork and collaboration
• Strong communication skills – verbal, written, and analytical.
• Problem Solving – Identifies and resolves problems timely.
• Acknowledges, greets and responds quickly to customer needs; responds to requests for service and assistance.
• Remains professional when dealing with negative situations. Demonstrated ability to work with confidence and ease at all levels within the Credit Union
• Strong computer skills, along with knowledge of Microsoft Office (Word, Excel, PowerPoint) and traditional office products (copiers, fax machines, ten-keys, etc.)
• Strong aptitude for computer, data, and internet processing
• Ability to work under pressure, to meet deadlines, and to multi-task effectively
• Listens and seeks clarification; responds professionally and positively to questions
• Contributes to building a positive team spirit
• Uses training opportunities to improve technical and customer service ability
• May need to travel to other Branch locations as needed
• Intermediate working knowledge of IT security
• Ability to meticulously document, organize, and follow processes, fixes, solutions, and alternatives

Physical Requirements:

Frequently requires use of manual dexterity and repetitive motions, primarily with the wrists, hands, and/or fingers. Must be able to occasionally lift and exert force of up to 40 pounds.

Compensation:

Competitive salary, based on experience, plus a generous benefits package that includes health, dental, life insurance, flexible spending plan, retirement plan.

The Southern Credit Union is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.