[Hiring] Service Desk Specialist @Connexus Credit Union

Role Description

The Service Desk Specialist is the first point of contact for end-user technical support, resolving hardware, software, network, and system issues efficiently. The role troubleshoots technology issues, manages incidents and service requests, supports remote and on-site users, and escalates complex issues when necessary. The specialist also maintains troubleshooting guides and knowledge base content and collaborates with other BT teams to secure technology, implement solutions, meet service-level commitments, and improve service delivery. This role requires excellent customer service, strong follow-through, sound judgment, and a commitment to continuous improvement.

Responsibilities:

• End User Support:
  • Acts as the first point of contact for user phone calls and self-service submitted support tickets to the Service Desk.
  • Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency.
  • Acts as a liaison between customers and technical escalation teams, communicating technical information in layman’s terms.
  • Resolves incidents with known solutions, according to support standards and defined procedures.
  • Regularly reviews tickets logged in the ISM platform and assigns them to the appropriate team for a timely response.
  • Escalates more involved issues to the Senior Service Desk Specialists or the appropriate Tier 3 support teams as needed.
  • Provides excellent customer service support with a focus on enhancing the user experience, including scheduled visits to assigned locations.
  • Follows through to ensure all assigned tasks are appropriately communicated and resolved to the users’ satisfaction.
  • Works on departmental projects as needed and performs other duties as assigned.
• Records & Document Management:
  • Assists in preparing hardware, software, and process-related documentation such as troubleshooting guides and knowledgebase articles.
  • Ensures the confidentiality and security of records are maintained.
  • Reviews and maintains Service Desk documentation and knowledge base articles.
  • Regularly reviews tickets assigned to Service Desk and BT teams for a timely response as measured against Service Level Agreements (SLA’s).
  • Meets regularly with the manager to review work, discuss project status, recommend process changes, voice concerns, and seek guidance as necessary.
  • Complies with all Federal Regulations as they pertain to the job duties, including BSA.
  • Performs other duties as assigned.

Qualifications

• Associate’s degree or commensurate experience is Required.
• 1+ year of prior Service Desk IT Troubleshooting experience is Required.
• Ability to troubleshoot issues, problem solve, and multi-task with attention to detail is Required.
• Customer-oriented positive attitude with strong time management, initiative, and work ethic is Required.
• Effective communication (interpersonal, verbal, and written) skills, analytical ability, judgment, and a demonstrated ability to work effectively with the credit union team members is Required.
• Strong computer skills including MS Office applications (Word, Excel, Outlook, etc.) is Required.
• Experience creating support documentation is Required.

Requirements

• This position is Remote.
• Your schedule will be Monday – Friday 8:30am – 5:30pm CST.
• You will be required to work an on-call schedule approximately 1 week every 6 weeks from Tuesday-Tuesday scheduled. The on-call rotation schedule may include after hours, weekends, and holidays.

Benefits

• 20 days of paid time off and 10 paid holidays
• 16 hours of paid Volunteer Time Off
• 401K Retirement with up to 6% employer match
• Excellent Health, Dental, Vision insurance, including multiple plan options
• Health Savings Account with generous employer contributions
• Employer paid Life insurance, Short-Term and Long-Term Disability
• Tuition Reimbursement from $4,000 - $7,000 per calendar year
• Robust Learning and Development program that includes an annual professional development stipend