Eastman Credit Union is seeking a Service Desk Specialist to provide first level technical support for ECU staff. The Service Desk Specialist will be responsible for gathering data and providing initial response for reported issues and, if unable to resolve, follow escalation protocols to the proper I/T Operations support teams.
Position Responsibilities:
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Apply working knowledge of PC software and hardware, operating system, and network services to provide technical end user support via email, phone, and desk-side assistance.
- Schedule, process, and validate daily automated clearing house and batch processing.
- Interact with I/T Operations support staff to restore service and/or identify and correct reported issues.
- Acquire, implement, and configure new and existing hardware/software.
- Document incident information into ECU’s designated ticketing system.
- Monitor system availability and performance.
- Assist with desktop infrastructure implementation and configuration related to workstation/office moves.
- Assist end users with issues and new product deployments related to ECU’s corporate mobile device technologies.
- Serve as a member or leader of various ECU and/or special project teams.
Required Skills
Required Skills:
- Self-motivated individual with the ability to prioritize, meet deadlines, and manage changing priorities.
- Excellent organization skills and strong aptitude for attention to detail.
- Hands-on experience troubleshooting and resolving IT equipment and software related issues. Experience with banking and financial applications desired.
- Proven customer service/support experience.
- Strong analytical and problem-solving skills.
- Ability to work individually and within a group.
- Excellent verbal and written communication skills.
Required Experience
Required Experience:
- Associates degree in Computer Science, Information Technology, related IT discipline or equivalent work experience. Bachelor's degree preferred.
- 2+ years’ experience in Information Technology or customer service related fields preferred.
- Experience with Microsoft products and services. Microsoft and A+ certifications preferred.