Overview:
Compensation: $19.00 - $25.00 hourly based on experience and credentials
Location Type: Hybrid, a flexible work model blending in-office and remote working
Position Type: Full Time
Schedule: Monday through Friday, between the hours of 7:00 AM - 6:00 PM
The IT Service Desk Specialist supports the Information Technology Division by troubleshooting and resolving hardware, operating system, and software-related problems. This role also maintains the active directory of users for the organization. An ideal candidate is a patient and kind individual who is driven to satisfy members and employees. This individual thrives in a high-ticket volume, fast-paced call center environment.
Responsibilities:
- Facilitate incoming technical support calls
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Resolve staff support tickets while meeting adherence and SLA times
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Document all calls and follow through to the conclusion of the ticket
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Track assignments and communications between credit union members and staff
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Troubleshoot and resolve routine end-user hardware, operating system, and software-related problems for the Help Desk
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Troubleshoot issues with mobile devices and tablets remotely
- Create reference documents for departments and staff to maintain IT Help Desk knowledgebase
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Escalate and route non-Help Desk tickets to the correct inter departments
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Onboard or remove users from software applications and the active directory groups within allotted timeframes
- Communicate credit union outage notifications in a timely manner
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Assist with installation, troubleshooting, configuration, and customization of hardware or software
- Assemble and ship equipment for users
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Participate in the CU360 shadowing program
Qualifications:
- High school diploma or equivalent
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1+ years of hardware and software troubleshooting experience preferred
- Preferred certifications; Microsoft MD-100 (Windows 10), MD-101 (Managing Modern Desktops), Comptia A+ 220-1001 or Comptia A+ 220-1002, MO-100 Microsoft Word, MO-200 Microsoft Excel, MO-300 Microsoft PowerPoint, or MO-400 Microsoft Outlook
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Basic technical knowledge of internal products and software necessary to assist staff with troubleshooting
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Ability to meet monthly adherence numbers
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Ability to work evening hours outside of normal operating hours
- Ability to prioritize tasks and deal effectively with changing priorities to meet deadlines in a fast-paced environment
- Accurate, detail-oriented, and organized with task management
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Ability to analyze and resolve routine problems or situations
Skills
Benefits
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Financial Well-Being: Bonus Program up to 12%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
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Wellness: Medical Coverage, Dental and Vision Coverage, Access to 4,000+ Gyms, Mental Health Resources, PTO Wellness Days, Short Term and Long Term Disability Coverage
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Work-Life Balance: 11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
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Community Involvement: Paid Volunteer Hours
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Growth: Degree Assistance up to $5,000 per year
For more information, including additional benefits, please visit our benefits website at https://careers.suncoastcreditunion.com/benefits
Company Overview
Suncoast Credit Union is consistently chosen as a Tampa Bay Times Top Workplace because its employees genuinely #LOVEWORK! Employees flourish in an inclusive culture celebrating growth and prioritizing the community.
For more information, please visit our careers site at https://careers.suncoastcreditunion.com/
