Essential Duties and Responsibilities:
The Service Desk department is responsible for providing technical assistance and support related to computer systems, hardware or software to Desert Schools Federal Credit Union. This department performs the majority of system and application account administration duties to internal and external users.
The Help Desk Specialist provides support to end users on a variety of technology issues over the phone and through email. The Specialist identifies, researches, and resolves technical problems. They are responsible for resolving issues utilizing excellent customer service, problem solving and technical reasoning skills.
The specialist will also respond to telephone calls, email and personnel requests for technical support. They support and maintain user account information including rights, security and system groups.
The Help Desk Specialist will be responsible for accurately assessing and recording incidents in Desert Schools IT Service Management tool.
They also will be responsible for developing and maintaining process and procedural documentation.
The ideal candidate will have strong communication skills both verbal and written. They will have the ability to understand and empathize with customer concerns and issues while remaining committed to providing quality results.
The Help Desk Specialist candidates should have the ability to analyze and determine root causes of issues to identify appropriate solutions.
Experience and knowledge in a technical call center is preferred, along with knowledge of technology related operations, software and hardware.
Education and/or Experience:
High School Diploma or General Education Degree (GED); And/or one to two years related experience and/or training; or equivalent combination of education and experience.
To perform this job successfully, an individual should have knowledge of Microsoft Outlook Contact Management systems; Microsoft Access Database software; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with abilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk .The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
One of the largest credit unions in Arizona, Desert Schools Federal Credit Union operates more than 50 locations in the Phoenix area,...