IT Help Desk Technician I

Overview

INFORMATION TECHNOLOGY:

GreenState's Information Technology department adheres to the corporate values and acts as a business partner who understands the needs of the business, enables business units to meet strategic objectives through technology, and provides employees and members with quality technology platforms that are always available, always relevant, and always scalable.

The IT Help Desk Technician I is a member of the IT Service Excellence team, responsible for assisting in operations of the network, PC, peripheral, service desk, telecommunications, and operational processes of the credit unions environment. The IT Help Desk Technician I will provide Level 1 (Diagnostic) application and hardware support to staff, answering emails and phone, entering, and tracking tickets, and monitoring completion. Escalates issues where necessary and works with engineering staff to determine root cause and follow up with customers upon completion.

GREENSTATE CULTURE:

At GreenState, our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities we serve. We know our success-now and in the future-is deeply rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values is what brings our mission to life.

Pay range for this hourly position is $26.02 - $30.42/hr with a progressive benefits package.

Responsibilities
Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:

1. Adheres to the Credit Union's core values and Service Standards in carrying out GreenState's mission and vision.
2. Demonstrates a positive member service (internal and external) focus at all times.
3. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilties.
4. Ensures confidentiality of member information.
5. Supports a diverse and inclusive work environment.
6. Serves as the first point of contact for staff seeking technical assistance over the phone, email or live chat.
7. Perform remote troubleshooting through diagnostic techniques and pertinent questions.
8. Directs unresolved issues to the next level of support personnel.
9. Identifies and suggests possible improvements on procedures.
10. As primarily liaison to staff, the Help Desk Technician utilizes the service desk platform to capture end user requests, track activities, document troubleshooting steps, and log resolution for core network and data systems, communication systems, and end user devices, escalating when necessary but tracking items to completion.
11. Proactively communicates the status of incidents and requests to staff and documents activities on tickets.
12. Installs, maintains, repairs, upgrades and troubleshoots computer software.
13. Ensures proper scheduling for phone and email support during core business hours.
14. Engages co-workers to provide proactive and ongoing maintenance to ensure service standards are always met.
15. Works with established 3rd party providers for assistance.
16. Occasionally works outside of normal business hours for special projects and as part of the on call rotation.
17. Performs other duties as may be assigned from time to time.

Qualifications

1. High School diploma (equivalent work experience may substitute for degree). Certifications and/or college level classes are preferred.
2. Basic knowledge of PC software and hardware; technical aptitude; and desire to learn.
3. Ability to determine proper course of action based on pre-defined operational procedures and troubleshooting experience.
4. Ability to work with highly confidential information in a discretionary manner.
5. Must possess strong analytical and problem solving skills.
6. Must be detail oriented with excellent customer service and organizational skills, as well as strong verbal, written, and interpersonal communication skills.
7. Must be an effective time manager and able to work independently.
8. Attention to detail and a high level of accuracy.
9. Ability to effectively and efficiently resolve problems.
10. Self-motivated with the ability to work in a fast paced environment.
11. Ability to work with and be responsible for equipment valued between $500 and $10,000.
12. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand
13. Must be bondable
    

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