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Service Desk Support Technician

Company: Abound Credit Union
Location: Radcliff
Posted on: January 27, 2023

Job Description:

At Abound Credit Union, we are committed to hardworking Kentuckians. Driven by our dedication to members and community, we create a connected space that inspires financial wellness. We do that by sharing our knowledge, strength and accessibility to provide market-leading value that makes more possible for our members.Here at Abound Credit Union, culture is big deal. We roll up our sleeves each day to make this an awesome place to work. We want to bring great things to our communities, be awesome to each other, ready for whatever comes our way, and hungry to learn and grow as people and professionals. Our best is built from the inside out.POSITION SUMMARYThe success for information technology organizational support starts with the service desk. The Credit Union provides the first line support to credit union team members. The primary goal for this position is to ensure first call resolution or appropriate escalation to other technical team members.To be successful, service desk technicians assess, address, and report incidents and follow proper escalation procedures to the next tier or department technician if first-call resolution is not possible. Must always be alert to the security of stored information, maintaining special focus on sensitive member data. Supports department and organization in department meetings and established goals and objectives.A fun and engaging culture is critical to the health and success of the team and our team members. The Service Desk Support Specialist supports and contributes to our culture by promoting teamwork, growth and development, collaboration, and innovation. These responsibilities are done within all Credit Union policies and procedures as well as all applicable laws, regulations, and industry best practices.ESSENTIAL DUTIES Meets defined Service Level Agreement (SLA) requirements. Escalates incidents and monitor SLAs. Provides reports on SLAs and incidents as requested. Assists staff with computer related issues, questions and with various financial systems applications. Runs diagnostic programs to resolve problems. Provides step by step instructions to staff on problem-solving process. Investigates and determines nature of reported problems and root cause analysis of incidents. Keeps users up-to-date on status of reported problems and incidents and ensures proposed resolutions are effective. Follows up and communicates with staff and business units to ensure that the issue is fully resolved. Unlocks/resets employee accounts in Datasafe, network (Active Directory) and other critical business applications. Installs, modifies, and repairs computer hardware, peripherals and software for staff. Applies updates and patches as required by Supervisor or directed by the Information Security Administrator. Documents resolutions for future reference/knowledgebase and creates "How-To" documents, when appropriate, to help educate team members. Demonstrates strong interpersonal skills as a representative of the Credit Union and I/S Department. Demonstrates strong analytical and organizational skills performing highly detailed tasks repeatedly and with a high degree of accuracy. Although rare, this position may require extended or after-hours/on-call support to include weekends and / or holidays. Contributes to building a positive team spirit and environment. Other duties and tasks as assigned. The list of essential duties is not exhaustive. It may be supplemented as necessary from time to time.QUALIFICATIONSREQUIRED Associate Degree in computer science, information systems, or a related field, or equivalent experience. Thorough and extensive knowledge of Operating Systems, primarily Microsoft and Microsoft Office products acquired through education and/or experience and/or certification. Strong computer troubleshooting skills. Ability to accept flexible, extended, or weekend work hours with little or no advanced notice. Ability to work independently with minimal supervision. Maintains neat and organized work area at all times. Strong active listening skills with critical thinking and troubleshooting abilities. Ability and willingness to learn new computer applications, technologies and procedures. Ability to perform highly detailed tasks, repeatedly and with a high degree of accuracy. Ability to communicate clearly both orally and in writing conveying technical terminology to non-technical users.DESIRED Previous experience working in a financial institution. Familiar with Financial core applications/solutions. Previous telephone/customer service skills. Familiar with IT Service Management principles.

Keywords: Abound Credit Union, Louisville , Service Desk Support Technician, Professions , Radcliff, Kentucky

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