IT Help Desk Technician

CREATE CREDIT UNION; Las Vegas (NV); On-site; USD 25,000 - 34,000; Full time

Job summary

CREATE CREDIT UNION is seeking an entry to mid-level IT Help Desk professional in Las Vegas to handle user inquiries, diagnose hardware and software issues, and uphold help desk standards. The role involves setting up initial workstations, documenting recurring issues, and tracking open tickets to ensure timely resolutions.

The candidate should be proficient with Office products, basic database/financial system knowledge is a plus, and willing to learn within an Agile SDLC framework.

Qualifications

• Familiarity with software/hardware troubleshooting practices.
• Proactive in documenting issues and solutions.

Responsibilities

• Respond to queries regarding technical malfunctions users may experience.
• Diagnose and resolve hardware/software issues.
• Follow help desk standards provided by the institution.
• Inquire information sources when unprecedented issues arise.
• Follow up with users to ensure issues have been resolved.
• Administer software users interact with on a daily basis.
• Ask questions that determine severity or cause of the issue.
• Help set up initial workstations for users.
• Document recurring issues.
• Keep track of pending tickets and emails that may surface.

Skills

Help desk troubleshooting

Hardware troubleshooting

Software troubleshooting

Customer service

Office software (Excel/Word)

OS administration

Atlassian tools

Microsoft Certifications

Tools

Atlassian Software Package

Microsoft Office

Windows OS

Job description

Duties and ResponsibilitiesRespond to queries regarding technical malfunctions users may experience Diagnose and resolve hardware/software issuesFollow help desk standards provided by the institution Inquire information sources when unprecedented issues arise Follow up with users to ensure issues have been resolved Administer software users interact with on a daily basisAsk questions that determine severity or cause of the issue Help set up initial workstations for usersDocument recurring issuesKeep track of pending tickets and emails that may surfaceQualificationsUnderstanding of relevant software, hardware, and other technical equipment Knowledge base of customer service practicesBe familiar with software troubleshooting practices Willingness to learnRelay information in a comprehensive mannerDesired Technical Skills:Knowledge of database systems, data analytic techniques or financial systems a plus.Skilled at writing clear and concise requirements documentation, user stories, and training materials, understanding user requirements, and implementing solutions.PC skills include ability to use Microsoft Office products such as Excel and Word, as well is Internet Explorer.Agile SDLCQuality Assurance MethodsHardware and OS administration and maintenance Atlassian Software PackageMicrosoft Certification's