SUPPORT DESK TECHNICIAN

SUPPORT DESK TECHNICIAN

Team: Support Desk

Classification: Non-Exempt

Reports to: Digital Platforms Manager

GENERAL DESCRIPTION:

The Support Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve diagnostic and help request tracking tools and requiring the individual to give in-person, hands-on help at the desktop level.

Participate in technical research and development to enable continuing innovation within the organization. Ensure that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff to perform at peak efficiencies.

ESSENTIAL FUNCTIONS:

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. Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
2. Build rapport and elicit problem details from end users
3. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
4. Use remote tools and diagnostic utilities to aid in troubleshooting.
5. Prioritize incidents and service requests according to defined processes to meet defined SLAs.
6. Escalate incidents with accurate documentation to the next level, manager, or vendor when necessary.
7. Research solutions through internal and external knowledgebase as needed.
8. Identify and learn appropriate software and hardware used and supported by the organization.
9. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
10. Test fixes to ensure an incident is resolved.
11. Develop help sheets and FAQ lists for end users.
12. Contribute to technician knowledgebase as needed
13. Reinforce SLAs to manage end-user expectations.
14. Provide suggestions for continual improvement.
15. Assists in administering the IP phone system.
16. Assists personnel in other departments to increase understanding of system operations and effectively integrate new technology.
17. Adheres to the Credit Union's core values in carrying out Carolinas Telco's mission and vision.
18. Ensures Business System operations follow Carolinas Telco FCU's established standards, policies, and procedures.
19. Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

1. Effective resolution of end-user issues.
2. Meet incident and service request SLA goals.
3. Documentation of Service Desk issues, including actions taken and issue resolution.
4. Maintain knowledge of Credit Union Systems and Vendors.
5. Professional business relations exist with end-users and vendors.
6. Partnership with manager and vendors for issue escalation.
7. Document fix tests and communicate resolutions with end-users.
8. Exhibits ongoing commitment to the enactment of organizational core values.

QUALIFICATIONS

1. Bachelor's degree or equivalent experience in a related field or an equivalent combination of education, training, and experience.
2. Previous experience with Application Support, PC hardware, software configuration, or service desk support functions.
3. Basic knowledge of Microsoft 365, Active Directory, SFTP, and issue resolution.
4. Exceptional written and oral communication skills.
5. Exceptional interpersonal skills, focusing on building rapport, listening, and questioning skills.
6. Strong documentation skills.
7. Ability to research a wide range of computing issues as required.
8. Ability to absorb and retain information quickly.
9. Ability to present ideas in user-friendly language.
10. Highly self-motivated and directed.
11. Keen attention to detail.
12. Proven analytical and problem-solving abilities.
13. Ability to effectively prioritize and execute tasks in a high-pressure environment.
14. Exceptional customer service orientation.
15. Experience working in a team-oriented, collaborative environment.