Service Desk Specialist

Connexus Credit Union; Oregon; Ibrido; USD 42.000 - 62.000; Tempo pieno

Vantaggi offerti da questo lavoro

PTO 20 days

10 paid holidays

Volunteer Time Off 16 hours

401K with up to 6% employer match

Health, Dental, Vision insurance

Health Savings Account

Employer paid Life insurance

Short-Term and Long-Term Disability

Tuition Reimbursement $4,000 - $7,000

Professional development stipend

Descrizione del lavoro

Connexus Credit Union is seeking a remote Service Desk Specialist to provide first-contact IT support for end-user issues across hardware, software, and network areas. You will triage, document, and resolve incidents, escalating complex cases as needed.

The role emphasizes customer service, timely responses, and collaboration with BT teams. The position requires an Associate's degree or commensurate experience, 1+ year of service desk troubleshooting, strong communication, and proficiency with

Competenze

• Associate's degree or commensurate experience required.
• 1+ year of prior Service Desk IT troubleshooting experience required.
• Strong communication, time management, and multitasking abilities.
• Proficient with MS Office and able to create support documentation.

Mansioni

• Provide first contact IT support for end-users, resolve hardware, software, network issues.
• Document issues and update knowledge bases, ensuring clarity for future incidents.
• Escalate complex issues to Tier 3 as needed.
• Assist in departmental projects and contribute to process improvements.
• Maintain adherence to Service Level Agreements (SLA) and service delivery quality.

Conoscenze

Customer service mindset

Effective communication

Problem solving

Time management

Attention to detail

Multi-tasking

Formazione

Associate's degree or commensurate experience

Strumenti

MS Office

Descrizione del lavoro

Connexus Credit Union - Who We Are

Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates on our loans. We are a remote first employer with the majority of our employees residing in the upper Midwest. As an employer we foster collaboration and high performance to achieve excellence. We holistically care for and develop our employees to thrive personally and professionally. We are proud to share our success with our employees and those we serve.

Amazing Benefits package

• 20 days of paid time off and 10 paid holidays
• 16 hours of paid Volunteer Time Off
• 401K Retirement with up to 6% employer match
• Excellent Health, Dental, Vision insurance, including multiple plan options
• Health Savings Account with generous employer contributions
• Employer paid Life insurance, Short-Term and Long-Term Disability
• Tuition Reimbursement from $4,000 - $7,000 per calendar year
• Robust Learning and Development program that includes an annual professional development stipend

About the Role

The Service Desk Specialist is the first point of contact for end-user technical support, resolving hardware, software, network, and system issues efficiently. The role troubleshoots technology issues, manages incidents and service requests, supports remote and on-site users, and escalates complex issues when necessary. The specialist also maintains troubleshooting guides and knowledge base content and collaborates with other BT teams to secure technology, implement solutions, meet service-level commitments, and improve service delivery. This role requires excellent customer service, strong follow-through, sound judgment, and a commitment to continuous improvement.

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.
• Escalates more involved issues to the Senior Service Desk Specialists or the appropriate Tier 3 support teams as needed.
• Provides excellent customer service support with a focus on enhancing the user experience, including scheduled visits to assigned locations.
• Follows through to ensure all assigned tasks are appropriately communicated and resolved to the users' satisfaction.
• Works on departmental projects as needed and performs other duties as assigned.
• Assists in preparing hardware, software, and process-related documentation such as troubleshooting guides and knowledgebases articles.
• Ensures the confidentiality and security of records are maintained.
• Reviews and maintains Service Desk documentation and knowledge base articles.
• Regularly reviews tickets assigned to Service Desk and BT teams for a timely response as measured against Service Level Agreements (SLA's).
• Meets regularly with the manager to review work, discuss project status, recommend process changes, voice concerns, and seek guidance as necessary.
• Complies with all Federal Regulations as they pertain to the job duties, including BSA.
• Performs other duties as assigned.

Position Requirements

• This position is Remote.
• Your schedule will be Monday - Friday 8:30am - 5:30pm CST.
• You will be required to work an on-call schedule approximately 1 week every 6 weeks from Tuesday-Tuesday scheduled. The on-call rotation schedule may include after hours, weekends, and holidays.
• 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, analytical ability, judgment, and a demonstrated ability to work effectively with the credit union team members is Required.
• Strong computer skills including MS Office applications (Word, Excel, Outlook, etc.) is Required.
• Experience creating support documentation is Required.

Connexus Credit Union's Employer Recognitions

• 2026 Best Place to Work in IT, Computer World

Equal Opportunity Employer/Disabled/Veterans/41 CFR 60-1.4, 41 CFR 60-1.35