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Position Summary
The Service Desk Support Specialist I is responsible for answering questions and managing requests related to information systems. The role primarily supports all team members and credit union branches by troubleshooting problems, issuing resolutions, provide software updates, manage service desk tickets, and create/maintain technical documentation. The position requires effective interpersonal skills due to frequent interaction with users and strong written and verbal communication skills. The position reports to the Service Desk Manager.
Principle Duties and Responsibilities
- Willingness and ability to exhibit Wellby Core Values every day.
- Works with purpose and is driven to provide the best team member experience.
- Assists users with first-tier phone/ticket support to answer questions and provide support in a timely manner.
- Provides problem resolution, reassigning or escalating advanced inquiries to the appropriate technician.
- Records data required to analyze problems and track them to the final solution.
- Prepares and presents reports related to information systems problems and service desk activity for management review and action.
- Completes daily, weekly, and monthly tasks as scheduled.
- Work hours may vary from the normal core hours of the Credit Union and, on occasion, may involve rotating shifts and weekend work.
- Assist with all team member adds, moves, and changes in systems.
- Determines whether a problem is caused by hardware such as Network Interface Card (“NIC”), printer, cables, etc.
- Identifies, assesses and prioritizes service requests via ticketing system, email, chat, or phone.
- In the event of downtime, ensures that team members are off the system and using downtime procedures.
- Provides rapid recovery from system issues and outages.
- Assist in IT projects as directed.
- Performs other related duties as assigned.
Knowledge, Skills, and Abilities (KSA)
- Knowledge of Wellby’s organizational functions and general operating policies and procedures.
- Knowledge of the systems/computer field, including application design, hardware, software, and their capabilities and limitations.
- Knowledge of current network hardware, PC operating systems, protocols, and standards.
- Knowledge of Microsoft Office Suites or related software.
- Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
- Skilled in organizational skills and attention to detail.
- Ability to work in a fast-paced team environment with exceptional customer service skills.
- Ability to communicate clearly and concisely, orally and in writing.
- Ability to efficiently understand and follow oral and written instructions, perform routine duties, establish and maintain effective working relationships with other team members.
- Ability to coordinate several concurrent activities simultaneously.
- Ability to explain technical information in understandable language to non-technical team members.
- Ability to develop, interpret and apply program regulations.
Supervisory Responsibilities
The team member does not have supervisory responsibilities.
Complexity & Scope of Work
- The team member performs a variety of related tasks, which are mostly routine but sensitive in nature.
- Non-routine situations or conflicts are usually referred to the supervisor for resolution.
- Instructions to the team member may be general or specific in nature.
- Courses of action are determined by established procedures and/or the Service Desk Manager.
- The team member’s work is reviewed periodically for accuracy, completion, and compliance with Wellby’s policies and procedures.
- Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
Physical Demands & Work Environment
- The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
- To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings.
- The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
- The ability to observe details at close range (within a few feet of the observer).
- Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
- The noise level in the work environment is usually moderate.
- Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.
Minimum Qualifications
- High School Diploma Required
- Bachelor’s Degree in Computer Science or a related field preferred.
- Minimum one (1) to three (3) years of work experience required.
- Customer service experience required.
- Data processing experience required.
- Experience working with Mac OS (non-IOS) products in an Enterprise environment (preferred)
- Excellent troubleshooting skills.
- High degree of organization, ability to multi-task, and meet deadlines.
- Bondable
For All Candidates
This is a Full-Time, Hourly (non-exempt) role.
Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status, or any other legally protected characteristic. If you would like more information about your EEO rights as an applicant under the law, please contact Human Resources.
Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need reasonable accommodation, please email careers@wellbyfinancial.com or call 281-226-1696 for assistance.
Disclaimer
The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
