Position Title: Desktop Support
Job Type: Full-Time Classification: Non-Exempt
Salary: Starting at $19.66 per hour
As a member of this team, your primary responsibility is to serve and satisfy the credit union members. This includes whether your job involves dealing with members directly or providing service to someone who does. You should also expect to participate in activities not described here, which will serve to ensure that Information Services and Technology operates with efficiency and ingenuity.
Essential Functions & Basic Duties
- Field incoming helpdesk requests from end users via the telephone, e-mail and helpdesk ticketing system in a courteous manner.
- Document all pertinent end user information, including name, department, contact information, and nature of problem or issue in the helpdesk ticketing system.
- Record, track, and document all the help desk problem-solving processes in the ticketing system, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Perform the duties required of the morning, day, or evening shift, processing jobs according to schedule.
- Maintain schedule timeliness by communicating potential problems or delays to management and fellow Help Desk staff where applicable.
- Provide current status of assigned projects and/or problem reports through documentation in ServiceNOW.
- Perform month end procedures as required of shift.
- Update ServiceNOW tickets in a timely and detailed manner.
- Effectively trouble shoot and resolve job posting failures, system failures and/or interruptions.
- Maintain professional and technical knowledge by attending educational workshops and training.
- Adhere to credit union policy in accordance with security and operational control requirements.
- Actively participate in and contribute to the training of new and existing Help Desk operators, working under the guidance of the Information Service Department’s management staff.
- Attends meetings as required.
- Accurately and promptly track Activity hours.
- Analyze and determine source of system errors, malfunctions, job stoppages, and program information to ensure that operation standards are met and upheld.
- Assumes responsibility for related duties as required or assigned.
Qualifications
- Minimum high school diploma or equivalent.
- College degree or certification in a technical field is preferred.
- PC proficiency in the Microsoft Office environment required.
- Working technical knowledge of PC operating systems, including Windows 7, Windows 10.
- Able to install, support, and troubleshoot PC hardware components and peripherals.
- Possess exceptional organizational and communication skills.
- Must be attentive and sensitive to details.
- Ability to work independently and as part of a team.
- Proficiency in following, updating and creating technical procedures is necessary.
- Ability to meet deadlines and follow through on assigned requests and Help Desk calls is essential.
- Must be attentive to detail and respect the need for timely completion of established procedures.
- Working hours are assigned based on business needs. When possible, a regular shift will be assigned. One regular shift will include working on Saturdays. Employee may be called in to work off-shift, after hours, on weekend or as overtime for work required for system outages, issues, upgrades, or releases. Additionally working shift may be adjusted to cover staff shortages, such as, vacations or sickness.
- Travel may be required to branch office(s) with, or without prior notice. Overnight travel may be required for meetings, conferences, or training session.
Other Requirements of This Position:
- Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.
- Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
- Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
- Average Hearing: Able to hear average or normal conversations and receive ordinary information.
- Physical Strength: Sedentary work; sitting most of the time. Ability to move equipment; ability to operate office equipment; ability to lift 25 lbs.
- Reasoning Ability: Ability to deal with a variety of variables under only limited standardization. Able to interpret various instructions.
- Mathematics Ability: Ability to perform basic math skills such as adding, subtracting, multiplying, decimals, etc.
- Language Ability: Ability to read a variety of materials such as books, magazines, and instruction manuals. Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar. Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation, and variation in word order using present, perfect, and future tenses.
Why Work For Us…
- Retirement Plan: We offer a Pension and 401K plan to help secure our employees’ future.
- Insurance Coverage: We offer a range of insurance options, including Medical, Dental, Vision, and Prescription coverage, Voluntary Life Insurance and Short and Long-term Disability Coverage.
- Financial Assistance: We offer Employee and Educational Assistance Programs and Employee Discount Programs to give our employees a little extra boost.
- Employee Amenities: All of our employees are eligible for PTO.
- Community Benefits: It’s not just a job – it’s a community. That’s why our employees also get automatic PFCU Membership and access to local volunteer opportunities.
- An Award-Winning Experience: PFCU is a proud winner of a number of awards including Best Place to Work in Philadelphia and Healthy Place to Work.
Equal Employment Opportunity (EEO)
The Philadelphia Federal Credit Union (“PFCU”) provides Equal Employment Opportunity to qualified persons regardless of race, ethnicity, color, sex, religion, national origin, ancestry, age, sexual orientation, gender identity, disability, veteran status, marital status, familial status, genetic information, domestic or sexual violence victim status or any other status protected by law. PFCU complies with Philadelphia’s Fair Chance Hiring Law. PFCU commits to making reasonable accommodations to applicants with physical or mental disabilities.
Intent and Functions of Job Descriptions
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded.
Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Pay: From $19.66 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
People with a criminal record are encouraged to apply
Education:
- High school or equivalent (Required)
Work Location: In person
