Help Desk Analyst I

About the role

At Allegacy, our roots run deep — anchored in a longstanding commitment to doing right by our members and the communities we serve. Every role within our organization plays a vital part in nurturing the relationships that make that promise real. As a member of our team, you'll be empowered to live out our brand every day, building meaningful connections that support the financial wellbeing of those who count on us most. In order to achieve this state of success, this position will answer incoming support calls, logging the appropriate support ticket, and basic troubleshooting of any support issues. Basic troubleshooting will comprise of hardware as well as software (operating systems, backup software and supported third party software). The Help Desk Analyst I technician will be expected to pass unresolved tickets to the appropriate department/resource within IT. Nature and Scope Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment.

Responsibilities

• Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high-quality service to both internal and external member that is in alignment with our Brand Culture.
• Meet or exceed established service goals
• Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.
• First point of contact for internal Credit Union personnel.
• Respond to requests for user assistance.
• Software and hardware troubleshooting.
• Track all calls using online Help Desk application.
• Work as a member of the Systems Engineering Support Team.
• Investigates and resolves computer software and hardware problems.
• Investigate and resolve network problems both voice and data.
• First point of contact for core processor issues.
• Escalate and assign 2nd tier support calls to appropriate resources and follow-up to conclusion.
• Examine