Help Desk Analyst I

About the Role

• Member of the Systems Engineering Support Team.
• First point of contact for internal Credit Union personnel.
• First point of contact for core processor issues.
• Works under immediate supervision.
• Primary job functions do not typically require exercising independent judgment.
• Relies on instructions and pre-established guidelines.

Key Responsibilities

• Deliver exceptional member service.
• Respond to requests for user assistance via telephone, email, and personnel requests.
• Troubleshoot hardware and software issues (including operating systems, backup software, and supported third-party software).
• Troubleshoot network problems (voice and data).
• Document, track, and monitor problems using an online Help Desk application to ensure timely resolution.
• Investigate and resolve computer software and hardware problems.
• Escalate and assign 2nd tier support calls to appropriate resources and follow-up to conclusion.
• Examine daily, all open calls and find resolutions.
• Provide monthly reports for TrackIT database to management.
• Assist IT Department staff with various IT projects.
• Report IT inventory needs for purchase.
• Document resolutions in a knowledgebase for future reference.
• Perform hardware and software installations.
• Meet or exceed established service goals.
• Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.

Requirements & Tech Stack

• Operating Systems
• Software Applications
• Help Desk application
• TrackIT database
• Knowledgebase
• Hardware
• Software
• Network (voice and data)
• Core processor issues

Qualifications

• 0-2 years experience in computer support or a related area.
• High school degree or equivalent; Associate degree or better preferred.
• Previous customer service experience strongly desired.
• Working knowledge of common operating systems and software applications.
• Ability to provide technical support over the phone; good phone skills, professional demeanor.
• Excellent communication and customer service skills.
• Ability to follow standard practice and procedures in analyzing situations to determine the appropriate response.
• File/Print knowledge.
• General troubleshooting skills.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Demonstrate good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Ability to work responsibly with minimal direct supervision.
• Must be able to lift 50 lbs.