HelpDesk Technician

TOPLINE FINANCIAL CREDIT UNION; Maple Grove (MN); On-site; USD 40,000 - 52,000; Full time

Job summary

TopLine Financial Credit Union in Maple Grove, MN is seeking an End User Support Technician to assist employees with daily technology needs. You will troubleshoot issues via phone, email, and ticketing system, provide excellent service, and document problems for resolution.

The role requires strong communication, a customer-focused mindset, and the ability to work independently or as part of a team in a fast-paced environment.

Qualifications

• Associates degree or equivalent education in Computer Science, Network Administration, or a related field, or 4 years of relevant IT experience.
• Strong communication, customer service, and phone support skills.
• Excellent attention to detail, organization, and time management skills.
• Ability to manage multiple priorities and meet deadlines.
• Strong analytical and problem solving skills.
• Self motivated and able to work independently as well as collaboratively in a team environment.

Responsibilities

• Initial point of contact for troubleshooting end user issues with IT systems and services.
• Record, track, and document the Help Desk request problem-solving process through to final resolution.
• Escalate problems to appropriate resources when unresolved.
• Provide status updates and feedback to end users on unresolved issues.
• Perform post-resolution follow-ups to evaluate resolutions and identify trends.
• Identify and learn software and hardware used and supported by the organization.
• Maintain hardware inventory systems and perform scheduled maintenance.
• Handle new hire and termination IT procedures including AD setup/removal.
• Instruct and train users in equipment and software usage; manage sign-outs of IT equipment.
• Serve as backup to IS Junior Administrator and Network Administrator.
• Participate in 24-hour on-call IS Hotline schedule.

Skills

Communication

Customer service

Phone support

Attention to detail

Time management

Problem solving

Teamwork

Adaptability

Self-motivation

Education

Associate degree in Computer Science or related field

4 years IT experience

Tools

Citrix

Thin-client environment

Job description

• Location 9353 Jefferson Highway,Maple Grove, MN, 55369,United States
• Employee Type FT Non-Exempt
• Manage Others No

TopLine Financial Credit Union has been a member-owned financial services cooperative since 1935. We are looking for outgoing individuals to join our TopLine team that is dedicated to building life-long relationships to help our members reach and manage their financial goals. Tellers provide a full range of information and assistance regarding all TopLine products and services. Accept and process various financial transactions, accurately and efficiently promotes credit union products and services, provide excellent member service through use of sales and referral skills to ensure members’ needs and expectations are met.

We're looking for a friendly helpful End User Support team member to assist employees with their everyday technology need. You'll help troubleshoot computer, software, hardware issues through phone, email, and ticketing system. This position will support people by solving problems and providing good customer service.

A successful HelpDesk Technician will be able to:

• Initial point of contact for troubleshooting end user issues with Information Technology systems and services.
• Record, track, and document the Help Desk request problem-solving process (all successful and unsuccessful decisions made and actions taken; through to final resolution).
• Ensure timely escalation of problems to appropriate technical support or applications resources when problems cannot be resolved using available resources.
• Provide problem status and resolution information to end users and effective feedback to end users on unresolved issues.
• Perform post-resolution follow-ups to help requests, evaluate resolutions, and analyze trends for ways to prevent future problems.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Accurately maintain hardware inventory systems.
• Perform and document scheduled maintenance of workstations.
• Complete employee new hire and termination IT procedures including AD set-up and removal.
• Instruct users in use of equipment, software, and manuals. Train users in use of equipment. Manage sign-outs of IT equipment.
• Serves as backup to IS Junior Administrator and Network Administrator.
• Participates in the 24 hour on-call IS Hotline schedule.

At TopLine Financial Credit Union, we celebrate diversity by offering a work environment that is shaped by individual respect and mutual trust where every individual can thrive. We are proud to be anEqual Opportunity/Affirmative Action Employercommitted to diversity in the workplace and comply with all applicable federal, state, and local laws regarding non-discrimination and affirmative action.

Requirements

Qualifications and Education Requirements

• Associates degree or equivalent education in Computer Science, Network Administration, or a related field, or 4 years of relevant IT experience.
• Strong communication, customer service, and phone support skills.
• Excellent attention to detail, organization, and time management skills.
• Ability to manage multiple priorities and meet deadlines.
• Strong analytical and problem solving skills.
• Self motivated and able to work independently as well as collaboratively in a team environment.
• Ability to work effectively in a diverse, fast-paced environment where priorities and technology may change.
• Flexibility to work occasional evenings or adjusted hours as needed.
• CompTIA A+, Microsoft Certified Professional, or other industry certifications preferred.
• Experience training or instructing employees preferred.
• Experience with Citrix and thin-client/thin terminal environment preferred.
• Experience in the financial services industry preferred.