IT Help Desk Representative

General Summary

The IT Help Desk Representative assesses and troubleshoots computer support problems and applies an understanding of computer software and hardware products and services to resolve problems of users.

Key Essential Responsibilities

• Receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems.
• Ascertains from computer user the nature of the problem, determines whether the problem is caused by hardware, such as for printers, cables, tablets, or scanners, formulates a diagnosis, and assists users through problem-solving steps.
• Provides timely and accurate problem resolution support for internal and external customers.
• Drafts and updates IT Help Desk requests in the IT Help Desk database in a timely and professional manner.
• Develops training materials, such as exercises and visual displays.
• Develops and maintains technical expertise for the hardware and software within area of responsibility.
• Installs, configures, tests and maintains these systems.
• Keeps track of hardware asset inventory and data tape inventory to maintain the accuracy of the asset database and quickly identify the current location of hardware and data tapes.
• Performs regular audits of equipment and data tape locations as compared to the asset database, as well as runs inventory report.
• Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management and vendors.
• Demonstrates the Credit Union's core values of Service, Teamwork, Integrity and Responsibility.
• Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
• Ensures adherence to company policies and procedures and Banking/Credit Union Regulations.

Essential Skills, Knowledge and Requirements

• Bachelor’s Degree in IT/IS related field or HS Diploma + 1-2 years related experience.
• A+ Certification required.
• Strong communication, trouble shooting and problem-solving skills.
• Must be able to effectively prioritize and manage time to meet changing workload and deadlines as well as teach users fundamental concepts of various software applications.
• Availability for on call and after-hours work (work scheduled to coincide with SCU retail hours, including Saturdays).
• Proficiency with Microsoft Windows operating systems and Microsoft desktop applications.

Benefits

Working at Sikorsky Credit Union has its benefits. You’ll enjoy an awesome work-life balance, competitive pay, and an excellent benefits package that includes paid-time off, medical/dental, 401K plan with company match, tuition reimbursement and more!