What are the responsibilities and job description for the Help Desk Specialist I position at Westerly Community Credit Union?
$1,000 Sign-on Bonus
*Paid out after 90 days with a satisfactory review*
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for providing effective technical support for all users.
a. Receives and prioritizes calls and e-mails from users. Assigns tasks to appropriate trouble
tickets and ensures that all problems are tracked, measured, resolved, and verified.
b. Provides first-line support answering technical questions and providing resolutions to
problems. Works on issues from start to finish.
c. Provides information to all users regarding system status, operability, proper equipment use, and printer functions.
d. Maintains, upgrades, and repairs Credit Union PCs and peripheral equipment for all systems.
e. Loads and verifies software and checks for correct operations.
f. Completes hardware and software licensing functions and assists with inventory management.
2. Assumes responsibility for establishing and maintaining professional working relationships with members, vendors, and outside contacts.
a. Tracks and resolves problems promptly and effectively. Ensures optimal service.
b. Ensures that deadlines are met.
c. Obtains and conveys information as needed. Logs all problems including cause and resolution information.
d. Promotes goodwill and a positive image of the Credit Union.
3. Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.
a. Notifies all involved parties when tickets are opened and closed.
b. Tracks and records resolutions of problems for future reference, training, and reporting.
c. Cooperates in a team environment to promote strong member assistance and learning.
d. Works with different departments to assist in providing technical solutions as needed.
e. Keeps management well informed of area activities and of any significant problems. Attends meetings as required.
f. Maintains accurate and up-to-date reports.
4. Assumes responsibility for related duties as required or assigned.
a. Ensures that work area is clean, secure, and well maintained.
b. Performs miscellaneous projects as assigned.
c. Updates technical skills as required.
PERFORMANCE MEASUREMENTS
1. PC installations and maintenance are completed effectively and timely. Problems are readily
identified and resolved.
2. Assigned tasks and functions are completed in accordance with established standards, policies, and procedures.
3. Good working relations exist with users. Concerns are promptly addressed and problems
effectively resolved.
4. Required reports and documentation are complete and current.
5. Management is appropriately informed of area activities and of any significant or recurring problems.
6. Good working relations exist with Information Technology personnel.
