Service Desk Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary point of contact for incoming user phone calls and self-service support requests.

• Triage and meticulously document user support concerns following established protocols, emphasizing impact and urgency.

• Act as a liaison between clients and technical escalation teams, translating technical terminology into easily understandable language.

• Address incidents using known solutions in accordance with support standards and protocols.

• Review support tickets in the ISM platform and delegate them to the appropriate teams.

• Escalate pertinent issues to Senior Service Desk Specialists or Tier 3 support teams as necessary.

• Deliver customer service support, which includes scheduled visits to designated locations.

• Ensure effective communication and resolution of tasks to the satisfaction of users.

• Participate in departmental projects and undertake other assigned responsibilities.

• Create documentation related to hardware, software, and processes, including troubleshooting guides and knowledgebase articles.

• Uphold the confidentiality and security of records.

• Review and update Service Desk documentation and knowledge base articles regularly.

• Assess tickets against Service Level Agreements (SLAs).

• Meet with the manager to evaluate work, discuss project progress, suggest process improvements, express concerns, and seek direction.

• Adhere to relevant Federal Regulations, including BSA.

⛳️ Requirements

• This position is Remote.

• Schedule is Monday – Friday from 8:30am – 5:30pm CST.

• Must be available for an on-call schedule approximately 1 week every 6 weeks from Tuesday to Tuesday; this may include after hours, weekends, and holidays.

• An Associate’s degree or equivalent experience is Required.

• A minimum of 1 year of prior Service Desk IT Troubleshooting experience is Required.

• Proficiency in troubleshooting issues, problem-solving, and multitasking with a keen attention to detail is Required.

• A customer-focused positive attitude with strong time management skills, initiative, and work ethic is Required.

• Effective communication skills (interpersonal, verbal, and written), analytical capability, sound judgment, and a proven ability to collaborate effectively with credit union team members is Required.

• Strong computer proficiency including MS Office applications (Word, Excel, Outlook, etc.) is Required.

• Experience in creating support documentation is Required.

🏝️ Benefits

• 20 days of paid time off.

• 10 paid holidays.

• 16 hours of paid Volunteer Time Off.

• 401K Retirement plan with up to 6% employer match.

• Comprehensive Health, Dental, and Vision insurance, including various plan options.

• Health Savings Account with generous employer contributions.

• Employer-paid Life insurance.

• Employer-paid Short-Term and Long-Term Disability.

• Tuition Reimbursement ranging from $4,000 - $7,000 per calendar year.

• Extensive Learning and Development program.

• Annual professional development stipend.