IT Helpdesk Specialist

What You’ll Do:

• Respond to user inquiries to the help desk and troubleshoot IT related questions and inquiries via phone, email, remote access or in person ensuring timely resolution or escalation.
• Log, track and prioritize support tickets using the ticketing system ensuring proper documentation and resolution timelines.
• Oversees the ticket queue, ensuring the equitable distribution of work orders amongst technicians. Escalates problems and coordinates resolutions, alerting other IT staff, IT Manager or other support areas as required.
• Collaborates with other IT team members to compile and report user feedback (e.g. response time, resolution time, satisfaction score, etc.).
• Maintain service level standards by ensuring that all credit union employees are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Maintains up-to-date inventory of computer hardware and software types and serial or license numbers, locations, and users.

What You Can Expect:

We believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Benefits and Perks

Employer-Paid Benefits:

• Health Insurance (only employee premium paid)
• Short and Long Term Disability
• Life Insurance and AD&D

Benefits:

• Dental & Vision Insurance
• Health Care and Dependent Care Flex Spending Accounts
• 401K Plan with match (based on length of employment)

Perks:

• Generous paid time off- Earn over 3 weeks of PTO during your first year of employment
• Holidays- 11 observed holidays in addition to paid time off
• Tuition reimbursement- Up to $5000 per year
• Performance based Incentive program

Salary : $5,000