Job Details

ID #45108727
State California
City Hawthorne
Job type Permanent
Salary USD Depends on Experience Depends on Experience
Source iSpace, Inc
Showed 2022-08-23
Date 2022-08-18
Deadline 2022-10-17
Category Et cetera
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Help Desk Technician

California, Hawthorne, 90250 Hawthorne USA

Vacancy expired!

Our client is seeking to hire a full time Help Desk Technician. As the Help Desk Technician you will be the central point of contact between our internal members and the credit union's technology department. The role of the Help Desk Technician is to provide a wide range of services related to Incident Management and Request Management as defined by ITIL. Setting member expectations and providing useful status updates is necessary as part of the job to achieve superior member satisfaction.

Essential Functions

Responsibilities:
  • Receive/log customer Incidents & Service Requests received by phone, email or self-service.
  • Accurately classify, prioritize, and record Incident. Record details into the ticketing system.
  • Provide first contact resolution when possible.
  • Assist with dispatch functions and routing of tickets to other team members.
  • Track and communicate with the customer throughout ticket life cycle.
  • Monitoring tickets and escalating as necessary to ensure we meet our SLA's.
  • Closing of tickets with customers consent.

Technical requirements:
  • Basic Microsoft Windows 10, 11 troubleshooting skills.
  • Familiarity with Active Directory (how to unlock, reset passwords, etc.)
  • Use of IT help desk software.
  • Knowledge of web browsers Edge/Chrome.
  • Basic networking troubleshooting skills.
  • Knowledge of MS Office Software.
  • Writing resolutions and processes and contributing to internal knowledge-base.
  • Use of remote support tools for diagnosis and resolution.
  • Break/fix for PC, laptop, iPads, printers.
  • Break/fix for desktop and mobile device applications.
  • Dedication to continual service improvement for Service Desk function.
  • Maintain mobile phone communication during time away from work to ensure necessary. contact in the event of any IT emergency and ensures timecard reflects all time worked as required by company policy.
  • Ensure timely research and follow-up on all member and staff issues reported.
  • Follow and exemplify the organization's core values.
  • Understand and follow credit union policies and procedures.
  • Maintain a clean and safe work environment.
  • Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), NCUA Part 748, App A & B, and Office of Foreign Assets Control (OFAC) within area of responsibility.
  • Other duties as assigned.

Qualifications
  • Highly customer focused with an understanding of business impacts.
  • Maintains cooperative working relationships with staff members; a good team player.
  • Detail oriented and organized.
  • A logical and methodical approach.
  • Outstanding oral communication skills.
  • Good troubleshooting and outstanding customer service skills.
  • Familiar with IT Service Management concepts, practices, and procedures.
  • 2+ years' Service Desk experience.
  • Knowledge of the ITIL framework and lifecycle.
  • Technical Certifications: CompTIA, A+, MSCE a plus.

Vacancy expired!

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