SERVICE DESK SUPPORT I

SAFE FCU; Sumter (SC); On-site; USD 40,000 - 56,000; Full time

Job summary

SAFE FCU in Sumter, South Carolina, seeks a Help Desk Support I to provide first-level contact for information systems issues. You will log calls, open tickets, and route problems to the right staff, helping maintain smooth IT operations during your shift.

Under supervision, you will assist in isolating trends, contribute to productivity, and communicate clearly with users to uphold a professional service image; training and ongoing learning are encouraged as you support new technology

Qualifications

• Outgoing, enthusiastic, and able to work in a team.
• Ability to log calls, track tickets, and escalate issues appropriately.

Responsibilities

• Invokes problem escalation procedures to coordinate recovery.
• Under supervision, helps isolates problem trends and ensures troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
• Contributes to departmental productivity and development objectives by participating in appropriate training programs.
• Accurately communicates pertinent information. Assists Help Desk Manager in the development and implementation of quality improvement programs.

Skills

Customer service

Troubleshooting

Communication

Teamwork

Problem solving

Tools

Help desk software

Job description

The Help Desk Support I position provides the first level of contact for all support issues related to information systems. The position is responsible for troubleshooting IT problems during their shift and escalates support problems as needed. Serves as primary help desk contact by logging calls, support tickets and routing issues to appropriate staff for resolution using the help desk support software.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following:

• · Invokes problem escalation procedures to coordinate recovery.
• · Under supervision, helps isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• · Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
• · Contributes to departmental productivity and development objectives by participating in appropriate training programs.
• · Accurately communicates pertinent information. Assists Help Desk Manager in the development and implementation of quality improvement programs.
• · As part of a team, works with the Help Desk Manager, Information Technology Manager, Data Processing Manager, System Administrator, and AVP of Information Technology to deploy and support new technology.
• · Must interface with users of technology by employing a high degree of tact and diplomacy to promote a positive image of the department and resolve problem situations in a professional manner.
• · Sets up authorizations for new or transferred employees to properly control their access to the various systems in use by the organization.
• · Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• · Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.
• · Maintains competency and enhances professional growth and development through continuing education.
• · Ability to manage multiple high priority initiatives in a fast paced highly technical environment.
• · Performs other duties and responsibilities as assigned.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be outgoing, enthusiastic, conscientious, group oriented, open to change and able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.