Tech Support Help Desk

Vantage West Credit Union; Tucson (AZ); On-site; USD 29,000 - 38,000; Full time

Benefits offered by this job

Health Coverage

401k Plan

Paid Time Off

Tuition Reimbursement

Job summary

Vantage West Credit Union in Tucson, AZ, seeks a Technical Support Help Desk specialist to be the first point of contact for end users. You will provide first-level IT support, triage issues, document details in the service desk tool, and resolve simple problems on first contact when possible.

The role requires strong Windows knowledge, clear communication, and the ability to work in a fast-paced environment. Regular office presence at the corporate office is expected.

Qualifications

• High School diploma required.
• 1 year of technical support experience in a professional environment.
• Must be located in or around Tucson, AZ to work at the Corporate Office regularly.

Responsibilities

• Triages issues and service requests via phone, email or chat, providing first-level troubleshooting and documenting details in the service desk system.
• Escalates issues to second- and third-level specialists per SLAs and follows up on incidents as needed.
• Creates and maintains FAQ documents, knowledge articles and user guides for support purposes.
• Provides how-to assistance on all internally supported devices, applications and systems.
• Performs basic system administration tasks such as password resets and account management.
• Trains local users on computer-related issues, including VPN access.
• Keeps informed about trends in hardware, software and automation technologies relevant to service and support.
• Contributes to achieving service level goals like user satisfaction, average talk time and first contact resolution.

Skills

Windows knowledge

Technical terminology

Active listening

Troubleshooting

Documentation

Education

High School diploma

Job description

GENERAL SUMMARY:

The Technical Support Help Desk is first point of contact between end users and the IT organization. Provides first-level support and troubleshooting to end users, triage issues, service requests, accurately records and documents all details, including categorization and priority, into the IT service desk tool. Troubleshoot issues and resolve upon first contact whenever possible. Salary range is $20.90 - $27.43/hr. Job Grade, N11. Final salary is dependent on a candidate's experience and qualifications.

QUALIFICATIONS:

Minimum Education & Experience Requirements:

• High School diploma
• One (1) year technical support experience in a professional environment
• Must be located in, or around Tucson, AZ to work out of our Corporate Office regularly

Minimum Knowledge and Skill Requirements:

• Knowledge of Windows operating system interface and software usage
• Knowledge of technical terminology as it applies to a networked computing environment
• Ability to listen carefully while simultaneously analyzing and documenting technical problems
• Ability to work in a fast-paced production environment and to prioritize varied technical issues
• Ability to translate reported issues into clear, concise language for documentation, while demonstrating patience and understanding

COMPETENCIES:

• Functional/Technical Skills
• Technical Learning
• Problem Solving
• Customer Focus
• Teamwork
• Time Management
• Priority Setting
• Written Communications

WORKING CONDITIONS/ENVIRONMENT:

The employee must frequently lift and/or move up to 65 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. The ability to work alone is required, sometimes at irregular hours and weekends.

OTHER REQUIREMENTS:

Must comply with all aspects of the Bank Secrecy Act.

MAJOR ACCOUNTABILITIES AND TASKS:

1. Triages issues and service requests via phone, email or chat as required while providing first level troubleshooting and analysis. Log details of support provided in the service desk trouble-ticketing system.
2. Escalates issues to appropriate second- and third-level subject matter experts in accordance with service level agreements and follow up on incidents when appropriate.
3. Creates and maintains FAQ documents, knowledge articles and user guides for support purposes.
4. Provides how-to assistance on all internally supported devices, applications and systems.
5. Performs basic system administration, such as password reset, account creation and account deletion.
6. Trains local users on computer related issues -- for example, virtual private network access.
7. Stays informed of trends in computer hardware and software, troubleshooting, automation technologies and other business changes that could affect service and support.
8. Works to support key service level goals, including end user satisfaction, average talk time and first contact resolution rate.
9. Performs other duties as assigned.

About Us:

At Vantage West, we pride ourselves on fostering a vibrant learning environment where curiosity and growth are at the heart of everything we do. Together, we are not just building a successful company; we are cultivating a community where everyone can thrive.

Benefits And Perks:

• Health Coverage - We offer medical, dental and vision coverage for you and your dependents. Other benefits include: life insurance, flexible spending accounts, pet insurance, Team Member Assistance Program (EAP), and Corporate Care Solutions (Backup Child and Adult Care Services).
• Paid Time Off and Holidays - Work-life balance is a focus with generous paid time off, with additional time given for sick days, paid holidays, and 16 hours of paid time to participate in our community volunteer program. We also offer enhanced paid military leave and paid maternity/paternity leave.
• Retirement Savings - Generous 401k Plan.
• Development Activities - We focus on continuous growth by encouraging Job Shadowing and Personal Development Plans, which leads to a 40+% annual internal promotion rate.
• Tuition Reimbursement - We have partnered with the University of Arizona Global Campus to offer eligible full-time employees 100% tuition coverage towards an online Bachelor's or Master's Degree.

Equal Opportunity Employer Veterans Disabled

Equal Opportunity Employer Veterans Disabled

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.