24 Jul
Help Desk Associate
Vacancy expired!
Self-Help Federal Credit Union (SHFCU) is currently undergoing dynamic growth in its retail credit union operations in California and more recently in Illinois. Under the direction of the IT/IS managers,
Help Desk Support Specialists work with all staff at SHFCU and our brand organizations. Specifically, s/he is responsible for providing technical assistance and support related to computer systems, hardware, and/or software. S/he will respond to queries, runs diagnostic programs, isolate problems, and determine and implement solutions.Help Desk Support Specialists Essential Responsibilities:- Provide in-person or over the phone technical assistance and support for incoming queries and issues related to equipment, software, and hardware
- Provide on-the-spot training to computer users when necessary
- Oversee daily performance of computer systems throughout the SHFCU network
- Respond timely to e-mail messages from those seeking help
- Ask questions to determine nature of problem
- Walk SHFCU staff through problem-solving process(es)
- Install, modify, clean, and/or repair computer hardware and software as needed
- Run diagnostic programs to resolve problems
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Install/troubleshoot computer peripherals for users
- Follow up with SHFCU staff to ensure issue(s) have been resolved
- Log feedback from SHFCU staff about computer usage issues and help desk experience
- Run reports to determine malfunctions that continue to occur
- Perform other duties, responsibilities, and projects as assigned.
- A highly eager and energetic individual looking forward to learning and excelling in the IT field
- Computer Science degree, IT training, on the job experience or equivalent IT certification(s)
- Intermediate understanding of networking concepts/computer hardware components
- One to two years’ experience in IT/IS in a financial industry (credit union, bank, mortgage company, investment company, etc.)
- Knowledge of electronic banking equipment and software
- Experience with Active Directory
- Experience with Office365 administration
- Experience with web conferencing technology
- Strong commitment to our mission – creating economic opportunity for traditionally underserved communities
- Minimum one (1) year of hands-on IT/IS experience in a high-pace, large or multi-location organization
- Strong understanding of cultural competency
- Preference for working in organizations that place priority on teamwork and collaboration
- Strong communication skills – verbal, written, and analytical
- Problem Solving – Identifies and resolves problems timely
- Acknowledges, greets and responds quickly to customer needs; responds to requests for service and assistance
- Remains professional when dealing with negative situations. Demonstrated ability to work with confidence and ease at all levels within the credit union
- Strong computer skills, along with knowledge of Microsoft Office (Word, Excel, PowerPoint) and traditional office products (copiers, fax machines, ten-keys, etc.)
- Strong aptitude for computer, data, and internet processing
- Ability to work under pressure, to meet deadlines, and to multi-task effectively
- Listens and seeks clarification; responds professionally and positively to questions
- Contributes to building a positive team spirit
- Uses training opportunities to improve technical and customer service ability
- May need to travel up to 25% of the time within SHFCU and all brand organizations
- Intermediate working knowledge of IT security
- Ability to meticulously document, organize, and follow processes, fixes, solutions, and alternatives.
Vacancy expired!