Service Desk Technician I

Job Description

Job Description

Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 12th year in a row (2013-2024)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:

• Full-time employees receive 100% paid health, dental & vision insurance
• Earn incentives up to 15%, depending on position
• 401K plan with employer matching funds up to 5%
• Profit Sharing
• Tuition reimbursement
• Gym membership reimbursement
• Paid time off for holidays, vacation, and sick days
• Credit Union West membership and discounts

Be part of our award-winning team!

POSITION SUMMARY

Enhances the quality of life for our members/team by meeting or exceeding their service expectations. Responsible for all hardware and software technical support which includes PC installations and maintenance. Provides training to users ensuring they are capable of fully utilizing established systems. Runs queries, diagnostics, isolates problems and determines/implements solutions to resolve PC and hardware/software operating problems. Notifies teammates or supervisor of significant problems and recurring errors in operations. Ensures that support tickets submitted are processed and completed accurately and within the service level agreements and performance metrics set by the company. Maintains appropriate documentation procedures/checklist and completes helpdesk related records and reports.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

User assistance – Provides technical onsite and remote support to users through ticket queue and phone support in an efficient manner, understanding when to escalate issues to appropriate team members. Creating and maintaining support documentation procedures, checklists, and knowledgebase to mitigate recurring problems. Ensure services are effectively meeting member’s needs and support resolutions are clearly communicated to the member. Responsible for tasks associated with user onboarding and offboarding and providing training to users on the use of systems and applications.

Maintains System functionality – Assist with user’s workstation area setup, applications support and printer support and troubleshooting. Assist with improving processes, updating, and maintaining inventory for computer systems, peripherals, and miscellaneous IT systems hardware and software ensuring all clients are prepared for any changes that will impact daily operations. Responsible for system setup, upgrades, and troubleshooting.

Maintains performance standards – Performing all activities in a manner consistent with our core values, meeting established credit union service standards, policies and procedures preserving confidentiality of system records. Staying up to date with training programs and technology trends.

Performs other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

EDUCATION: Associates’ degree in computer science, Information Technology, or related field or equivalent experience is preferred. Certified in one or more of the following is preferred: Microsoft CompTIA A+, Network+, Security+, Microsoft, Azure, or related certifications.

EXPERIENCE: 0 - 1 year of related IT helpdesk or related experience working in Microsoft Windows environments.

SKILLS & COMPETENCIES

Basic understanding of or technical knowledge of Microsoft Windows, 10, iOS, Mac OSX, USB Peripherals, remote desktop support software, Microsoft office and telecommunication software

Live the mission, vision, and core values of the credit union.

Able to communicate effectively and tactfully with employees and members both orally and in writing.

Demonstrate critical thinking and being self-reliant to better analyze and solve problems.

Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.

Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).

Thorough knowledge and understanding of organization’s Employee Handbook and policies.

Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.