Help Desk I

About the role

The Help Desk Specialist plays a crucial role in providing technical support and maintaining the smooth operation of IT systems within the Credit Union. This position acts as the first line of defense for IT issues, ensuring that all inquiries are handled promptly and efficiently.

Responsibilities

• Provide timely and efficient technical assistance and support for PC Users and IT staff.
• Develop necessary documentation of all requests, including tickets, ticket replies, solutions, standard operating procedures, troubleshooting steps, acknowledgment of end user acceptance, and change requests as needed.
• Communicate new documentation to the proper staff and perform any necessary end user follow-up to resolve issues with acknowledgement.
• Aid in managing devices and systems as needed.
• Evaluate and prioritize critical and non-critical system issues and respond accordingly.

Qualifications

• Minimum of 6 months to two years of prior help desk or technical support experience.
• Associate degree in hand or completion of a specialized course of study at a business or trade school.
• Working knowledge of computer networking or operation concepts, means, and practice.