SERVICE DESK SUPPORT I

Safe-Federal-Credit-Union; Sumter (SC); On-site; USD 36,000 - 48,000; Full time

Job summary

Safe-Federal-Credit-Union is seeking an entry-level Help Desk Support I in Sumter, SC. The role provides first-level contact for information systems issues and logs calls, tickets, and routing for resolution. You will troubleshoot during your shift and escalate as needed to ensure timely fixes.

The position emphasizes customer service, teamwork, and clear communication, with opportunities to grow in a fast-paced IT environment within a credit union setting.

Qualifications

• Outgoing and enthusiastic with strong customer service focus.
• Ability to remain conscientious, flexible, and collaborative.
• Familiarity with help desk software and IT support processes.

Responsibilities

• Provide first-level IT support and troubleshoot issues during shift.
• Log calls, create tickets, and route issues to appropriate staff.
• Escalate problems per escalation procedures when needed.
• Assist in routine reporting and documentation for support requests.
• Participate in loading new technology and deployments with the team.
• Communicate information clearly to users and maintain a professional image.
• Support ongoing training and quality improvement initiatives.

Skills

Customer service

Communication

Teamwork

Adaptability

Problem solving

Help desk software

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.