Service Desk Technician III - ZipRecruiter : Job Details

Job DescriptionJob DescriptionCredit 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 complex user problems through ticket queue, and phone support. Clearly communicates the support resolution to the member and help to mentor the helpdesk technicians on these problems. Perform system setup, upgrades, troubleshooting, and application testing to ensure systems are available and functioning. Provides training to users on systems and applications. Ensures the resolution of tickets is within the established SLA standards.

Systems Maintenance - Ensure services are effectively meeting member's needs. Uses general troubleshooting knowledge of PC, server, network, database, storage, web for

systems maintenance and restoration efforts. Install, connect, configure, upgrade, troubleshoot, diagnose, and repair hardware and software for servers, desktops, laptops, mobile devices and peripherals. Maintains inventory of IT systems including hardware and software. Proactively monitors end user applications, systems health performance and validates system alerts. Identify impact and prioritize the resolution of high priority tickets based on SLA standards Creating and maintaining support documentation procedures, checklists, and knowledgebase to mitigate recurring problems.

Develops System Improvements -. Works with IT management to identify, implement and support new technologies for improving business processes. Act as a liaison with vendors to escalate service and support issues. Partner with vendors to track updates, improvements and recommendations in order to inform management.

Creates Systems Documentation – Ensures that IT procedures, knowledgebase and end user training documentation is up to date and accurate. Creates standardized processes that are repeatable and ensures Helpdesk staff follows documentation.

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 systems and records. Staying up to date with training programs and technology trends applying new technology as appropriate. Works closely with other teams to coordinate issue resolutions and provide technical assistance with special projects.

Provides backup support to other areas of the department as needed. Performs other duties as assigned.

QUALIFICATIONS & REQUIREMENTS

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

EXPERIENCE: Minimum of 3-5 years related IT helpdesk or related experience working in Microsoft Windows environments, Advanced technical knowledge of Microsoft Windows Server 2016, Microsoft Windows 10, O365, Azure, MS Teams, iOS, Mac OSX, USB Peripherals, mobile devices, remote desktop support software, Microsoft Office, telecommunication software, Financial institution experience . Jack Henry Episys, Synergy, Synapsys, ITSM software

SKILLS & COMPETENCIES

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.