What are the responsibilities and job description for the Service Desk Specialist I position at Desert Financial Credit Union?
The Service Desk Specialist I has the primary responsibility for receipt, triage, and resolution of Service Requests and Incidents related to computer systems, hardware, or software to clients over the phone, online, or in person. If they are unable to resolve the Service Request or Incident, then they will use documented procedure to identify the appropriate escalation protocol for addressing the issue. The Service Desk Specialist must utilize excellent customer service, problem solving, and technical reasoning skills. They also must be able to multitask and organize their work effectively to meet their daily, weekly, and monthly goals.
What you will do here:
Provide support to end users on a variety of technology issues over the phone, through email, in person, and online chat; troubleshoot issues using diagnostic tools and techniques to resolve technical issues within required service levels.
Take ownership of service request and incident identification through to resolution. Prioritize and schedule support and escalate (when required) to the appropriately experienced technician; accurately log all Service Desk tickets using the defined tracking software.
Be a client advocate by seeking to identify common issues, working within the business to eliminate future occurrences, and educating clients with helpful hints or business based best practices.
Set-up new employee profiles, including hardware, software, network access and security. Both locally and remotely create/disable/delete/transfer user accounts upon hire or termination.
Oversee network and server monitoring systems to ensure reliable service levels and avoid service outages.
Perform user maintenance in Active Directory and vendor applications.
Maintain and develop online knowledge base containing fixes to known issues
Support the process for imaging and deploying all PCs and Laptops.
Support the process of deploying iPhones for employees, resolve iOS and mobile device issues.
Perform other duties as assigned.
What you will need:
High School Diploma or GED required.
Associate degree in Computer Science, in related IT major preferred.
Bachelor’s degree in in Computer Science, in IT related major preferred.
1 years experience in a Help Desk environment supporting internal and/or external clients required.
1 year experience working in Financial Services. Contact Center experience preferred required.
Experience with the following technologies: Windows Servers, Active Directory, Exchange, System Center, SharePoint preferred.
Basic knowledge of: Storage Area Networks, Databases, Programming Languages, Server Virtualization required.
Demonstrated capability to effectively manage time by analyzing workload, assigning priorities, and maintaining focus on productive endeavors to meet their daily, weekly, and monthly goals required.
Excellent written and verbal communication skills required.
Excellent customer service, problem solving, and technical reasoning skills required.
Microsoft Certification preferred.
HDI Certification preferred.
CompTIA A Certification preferred.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.
