Senior Service Desk Specialist

About the role

Keep our technology running smoothly so our teams can do their best work. At Consumers Credit Union, we know great technology support is the backbone of a great employee experience. We're looking for a tech-savvy problem solver who thrives on helping others, tackling challenges, and keeping systems running at their best.

Responsibilities

• Provide primary helpdesk support, including installation, maintenance, troubleshooting, and repair of computer hardware and software
• Respond to service desk requests, document solutions, and ensure timely resolution of issues
• Diagnose and resolve complex technical problems across PC systems, applications, and connectivity
• Support printers, scanners, check and receipt devices, keeping everything running smoothly
• Maintain and manage PC imaging to ensure a consistent and reliable user experience
• Aid with system upgrades, application releases, and ongoing technology improvements
• Ensure laptops and mobile devices meet security and encryption standards
• Manage service desk workflows, ticket assignments, and service level expectations
• Partner with internal teams and external vendors to troubleshoot and resolve issues
• Contribute to documentation, change control processes, and continuous improvement initiatives
• Coach and support team members, serving as an escalation point for more complex issues

Requirements

Associate degree in Technology (or equivalent experience)

2+ years of experience in PC hardware/software support (in a financial setting preferred)

6+ years of experience may be considered in lieu of a degree

Technical knowledge working in SolarWinds, Active Directory, MS Office 365, Windows 11 operating system, IOS and Android, networking devices including VPN and Wi-Fi

Strong attention to detail, troubleshooting, critical thinking, and problem-solving skills, with a proactive, solutions-oriented mindset

Excellent communication with non-technical users and a passion for helping others

Able to manage multiple priorities in a fast-paced environment

A self-starter with the ability to work independently

Able to perform physical tasks including frequent bending and lifting of equipment up to 30 lbs

Qualifications

Location/Schedule: Hybrid schedule with 4 days/week at our corporate office in Lake Forest, IL. Flexibility to be assigned an 'on call' schedule approximately one week per month. Local Northern IL/Southeast WI candidates only!

Benefits

Annual salary range: $50,758 to $76,138

Eligible for an annual bonus opportunity

Compensation decisions are dependent on the facts and circumstances of each case

Consumers Credit Union provides eligible employees an opportunity to participate in our medical (High Deductible, HMO and PPO), dental, vision, spending accounts, short-term disability, long-term disability, life insurance and other plans effective date of hire

You will be eligible to participate in the 401(k) savings plan at any time

You will be automatically enrolled in the pension plan following six months of employment and 1,000 hours of service and reaching age 20

For more information about benefit offerings, please visit our careers page: https://www.myconsumers.org/about/what-we-do/careers

Skills

Technical knowledge working in SolarWinds, Active Directory, MS Office 365, Windows 11 operating system, IOS and Android, networking devices including VPN and Wi-Fi

Benefits

Medical (High Deductible, HMO and PPO), dental, vision, spending accounts, short-term disability, long-term disability, life insurance

401(k) savings plan

Pension plan

Pay

$50,758 to $76,138 annually

Schedule

40 hours/week

Rotating Saturdays: 8 AM - 2 PM