About the position
Credit Union 1 is excited to announce an opening for a Help Desk Specialist, a role that is essential in providing technical assistance and support related to computer systems, hardware, and software. As a Help Desk Specialist, you will serve as the first point of contact for end users seeking technical assistance over the phone or via email. Your primary responsibility will be to address user queries and resolve system issues in a timely and professional manner, ensuring that our clients receive the highest level of service. This position is crucial in maintaining the reputation and business of Credit Union 1 by creating value for our clients through effective problem-solving and support. In a typical day, you will perform basic remote troubleshooting through diagnostic techniques and pertinent questions. You will document all support requests via phone, chat, email, or in person while interacting with the end user. If you encounter unresolved issues, you will escalate them to the next level of support personnel and follow up to update the end user on their status. Maintaining a record of all helpdesk tickets, including telephone calls and email interactions, is essential, and you will ensure that all tickets are kept up-to-date with the latest information on ticket progress. Additionally, you will be responsible for maintaining and updating the knowledge base with detailed resolutions to common helpdesk issues, contributing to the overall efficiency of the help desk team. Credit Union 1 is recognized as a Top Workplace by the Chicago Tribune and Las Vegas Review-Journal, and we pride ourselves on fostering a positive and productive work culture. We are looking for highly motivated and friendly individuals who are eager to join our team and contribute to our mission of improving the ongoing economic well-being of our members. This role offers stability, a great career path, and excellent benefits, including paid time off, tuition reimbursement, and a comprehensive health insurance package.
Responsibilities
- Serve as the first point of contact for end users seeking technical assistance over the phone or email.
- Perform basic remote troubleshooting through diagnostic techniques and pertinent questions.
- Document all support requests via phone, chat, email, or in person while interacting with the end user.
- Escalate unresolved issues to the next level of support personnel.
- Follow up and update end user status and information.
- Maintain a record of all helpdesk tickets, including telephone calls, sessions, e-mail, etc. with up-to-date information on ticket progress.
- Ensure proper verbiage within tickets in the helpdesk system.
- Maintain and update knowledge base with detailed resolutions to common helpdesk issues.
- Other duties as assigned by the Help Desk Supervisor.
Requirements
- Proven experience as a help desk technician or other customer support role.
- Resourcefulness and quick-thinking nature with the ability to troubleshoot new and critical technical issues as well as basic technical issues as they arise.
- Good understanding of computer systems, mobile devices, and other tech products.
- IT related degree or equivalent experience.
- Work experience with Windows 10, Laptop and Desktop hardware.
- Excellent communication, organizational, and collaborative problem-solving skills.
- Tech savvy with working knowledge of office automation products, databases, and remote control.
- Working knowledge of O365, ticketing software, and VMware are a plus.
- Networking knowledge a plus (TCP/IP, DHCP, DNS, VPN, Wireless).
- Experience with Phone/End User support.
Nice-to-haves
- Experience with VMware and ticketing software.
- Networking knowledge (TCP/IP, DHCP, DNS, VPN, Wireless).
Benefits
- Profit sharing
- Health savings account
- AD&D insurance
- Paid holidays
- Disability insurance
- Health insurance
- Dental insurance
- 401(k)
- Tuition reimbursement
- Paid time off
- Employee assistance program
- Vision insurance
- Opportunities for advancement
