Remote IT Service Desk Specialist

connexuscu; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

PTO & Holidays

Volunteer Time Off

401K with match

Health Insurance

Health Savings Account

Life Insurance

Disability Insurance

Tuition Reimbursement

Professional Development

Job summary

Connexus Credit Union is seeking a Service Desk Specialist to be the first line of contact for end-user technical support, resolving hardware, software, network, and system issues. The role supports remote and on-site users and collaborates with BT teams to ensure timely responses and SLA adherence.

The position requires an Associate’s degree or equivalent experience, 1+ year of service desk troubleshooting, and strong customer service skills.

Qualifications

• Associate's degree or commensurate experience is required.
• 1+ year of prior Service Desk IT Troubleshooting experience is required.
• Ability to troubleshoot issues, problem solve, and multi-task with attention to detail is required.
• Customer-oriented positive attitude with strong time management, initiative, and work ethic is required.
• Effective communication (interpersonal, verbal, and written) skills are required.
• Strong computer skills including MS Office applications (Word, Excel, Outlook) are required.
• Experience creating support documentation is required.

Responsibilities

• Acts as the first point of contact for user phone calls and self-service submitted support tickets to the Service Desk.
• Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency.
• Acts as a liaison between customers and technical escalation teams, communicating technical information in layman's terms.
• Resolves incidents with known solutions, according to support standards and defined procedures.
• Regularly reviews tickets logged in the ISM platform and assigns them to the appropriate team for a timely response.
• Meets regularly with the manager to review work and status.

Skills

Customer service

Time management

Initiative

Work ethic

Interpersonal communication

Education

Associate's degree or commensurate experience

Tools

MS Office

Job description

Connexus Credit Union is seeking a Service Desk Specialist to be the first line of contact for end-user technical support, resolving hardware, software, network, and system issues. The role supports remote and on-site users and collaborates with BT teams to ensure timely responses and SLA adherence.

The position requires an Associate’s degree or equivalent experience, 1+ year of service desk troubleshooting, and strong customer service skills.