Job Description
IT Service Desk Specialist
Job Classification: Full Time
FLSA Status: Non-Exempt
Department: Information Technology
Reports To: IT Service Desk Manager
Senior Leader: Chief Operations Officer
Job Overview
The IT Service Desk Specialist will be at the leading edge of supporting BHCCU’s internal customers and users. The position will help meet customer and IT departmental needs by applying skills such as customer service, telephone, Microsoft Teams, in-person support, testing, troubleshooting, repairing, updating, desktop and server application administration, project work, operational initiatives, and other work supporting users and the systems they use.
Major Tasks, Responsibilities and Key Accountabilities
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Provide calm and helpful support to internal customers with all BHCCU technical devices.
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Use our enterprise service management system to receive and log new incidents, note existing incidents, communicate with customers, document solutions, and successfully close out requests.
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Application and server-side administration of user-facing technology, including troubleshooting, version updates, testing new solutions, reporting, and other related duties.
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Desktop administration including building, imaging / deploying PCs, and other user computing devices. Maintaining images, drivers, hardware inventory, software and license inventory, asset reuse and disposal, and other duties as assigned.
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Collaborate with other IT staff and escalate tickets / issues as necessary.
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Supporting other IT staff to complete tickets, tasks, and approved projects.
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Making recommendations on hardware and software specifications to support solutions or goals.
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Executing approved operational plans or projects to support solutions or goals.
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Coordinating support with IT team members to increase efficiency, eliminate duplications, prevent user frustration, and ultimately solve issues efficiently.
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Working with vendors, manufacturer support, and other outside resources as needed
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Escalating issues that require additional resources, i.e., time, purchase needs, manager input, decisions, and more.
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Writing and maintaining detailed systems documentation, including user manuals and procedures
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Follow processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA). Complete required, annual BSA training to ensure you understand your responsibilities that apply to BSA, including:
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Understanding of BHCCU’s policies and procedures, as well as all rules and regulations which pertain to BSA.
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Providing scheduled after-hours support on a rotational basis to users and team members.
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Helping to identify, coordinate and participate in cross-training initiatives across the service desk, system administration and related roles to expand service coverage and capacity.
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Documentation and Communication
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Communicate effectively with technical staff as well as other coworkers.
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Provide effective well written documentation for IT co-workers, vendors, and end users.
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Utilize various tools for documentation and communication.
QUALIFICATIONS and COMPTENENCIES
EDUCATION and EXPERIENCE
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Associates degree in an information systems field or equivalent level of knowledge or experience preferred; recognized certifications in applicable disciplines are a plus.
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Previous work on the end user and/or technical side of banking applications, specifically Symitar, is a major plus.
COMPETENCIES
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Possess a passionate desire to help people and learn new skills.
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Ability to multitask and prioritize.
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Pass the pre-employment drug test and background check.
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Show skills required to fulfill the duties and responsibilities defined above.
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Have demonstrable people skills with both customers and team members.
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Excellent time management skills.
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Exceptional written and oral communication abilities with people at all levels of the organization to determine service needs and collect required data; position has constant contact with other IT staff, and frequent contact with departmental executive management; also, vendors and other outside contacts.
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Demonstrated analytical, problem solving and leadership skills; leadership and initiative are required to lead conversations, influence individuals, pursue ideas and execute plans or solutions.
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Advanced technical skills, bring considerable knowledge of desktop computers, laptops, tablets, desktop and mobile phones, servers, printers, networks, LANs, WANs, operating systems (Windows 10/11, Server 2016/2019/2022), switches, routers, components, peripherals, and related IT concepts and their interactions.
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Experience providing verbal and written technical reports showing status of ongoing projects or issues.
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Flexibility in work schedule to ensure completion of assigned duties Occasional business travel.
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License and Registration
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Valid driver’s license
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Proof of automobile insurance required.
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Reliable and suitable transportation that can be used as required to perform job duties, such as a car, SUV, pickup, or minivan.
OTHER (PHYSICAL, MENTAL, AND VISUAL SKILLS)
Physical Job Requirements
Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically up to 50 pounds)
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Ability to move about and communicate with a diverse membership and employee group.
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Ability to accomplish the described responsibilities using computers and technology.
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Ability to sit and/or stand for extended periods of time.
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Ability to work in a changing, challenging, and fast paced work environment.
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Variable stress levels.
Environmental Job Requirements
Typically located in a comfortable, quiet indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.
