Remote Service Desk Specialist – IT Support & SLA

Connexus Credit Union; Town of Wausau (WI); Remote; USD 42,000 - 54,000; Full time

Job summary

Connexus Credit Union is seeking a Service Desk Specialist to be the first point of contact for end-user technical support. This remote role supports both on-site and remote users, resolves hardware, software, and network issues, and helps maintain knowledgebase content.

You will document incidents, adhere to SLAs, and collaborate with BT teams to improve service delivery. A 1+ year IT troubleshooting background, an associate degree or equivalent experience, and strong communication are required.

Qualifications

• Associate's degree or commensurate experience required.
• 1+ year of Service Desk IT troubleshooting experience required.
• Strong problem-solving and multitasking abilities.
• Customer-facing communication essential.
• Proficiency with MS Office (Word, Excel, Outlook).

Responsibilities

• Serve as first contact for user support tickets and calls.
• Triages and documents issues with impact and urgency.
• Escalate complex issues to Tier 3 when needed.
• Maintain troubleshooting guides and knowledgebase articles.
• Ensure SLA alignment and secure records.

Skills

Remote work

Customer service

Effective communication

MS Office

Education

Associate's degree or commensurate experience

Tools

ISM platform

Documentation tools

Job description

Connexus Credit Union is seeking a Service Desk Specialist to be the first point of contact for end-user technical support. This remote role supports both on-site and remote users, resolves hardware, software, and network issues, and helps maintain knowledgebase content.

You will document incidents, adhere to SLAs, and collaborate with BT teams to improve service delivery. A 1+ year IT troubleshooting background, an associate degree or equivalent experience, and strong communication are required.