Help Desk Specialist

1 week ago

Lombard, United States Credit Union 1 Full time $20 - $25
Job DescriptionJob Description

Credit Union 1 is Recognized as a Chicago Tribune and Las Vegas Review-Journal Top Workplace 2023

We are excited to announce that Credit Union 1 has been recognized as a Chicago Tribune and Las Vegas Review-Journal Top Place to work for the second year in a row The Top Workplaces explore how organizations create and sustain a positive and productive work culture. A great culture is important to Credit Union 1 and our culture is made up of more than great benefits and time off.

Join the Credit Union 1 Team

If you are highly motivated, friendly, and looking for a great place to work, join the Credit Union 1 team. As an employee of Credit Union 1, you will be part of a well-established and respected credit union that offers you amazing benefits, along with both stability and the opportunity for a great career path.

Top reasons to begin a career at Credit Union 1:

  • Get paid for NOT working 13 holidays each year
  • Paid Time Off (PTO) begins accruing day one of employment
  • Tuition reimbursement for approved courses (after 1 year)
  • Free Employee Assistance Program (EAP)
  • Livongo Diabetes Management Program
  • Career growth opportunities it's our philosophy to promote from within whenever possible. Credit Union 1 is committed to your success and professional development.
  • Excellent benefits packages including:
    • Medical PPO insurance
    • High Deductible Health Plan (HDHP) and Health Savings Account (HSA)
    • Dental & vision insurance (employee dental coverage 100% company paid)
    • Life, AD&D, short and long-term disability insurance (100% company paid)
    • 401(k) retirement and profit-sharing plan
  • Being part of a team providing services with the goal of improving the ongoing economic well-being of our members.
  • Exclusive interest rate reduction for qualifying loan products.

The Job at a Glance

The Help desk support specialists are the go-to people for providing technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner. The goal is to create value for clients that will help preserve Credit Union 1's reputation and business.

A Typical Day

  • Serve as the first point of contact for end users seeking technical assistance over the phone or email
  • Perform basic remote troubleshooting through diagnostic techniques and pertinent questions
  • Document all support requests via phone, chat, email, in person while interacting with the end user
  • Escalate unresolved issues to the next level of support personnel
  • Follow-up and update end user status and information.
  • Maintain record of all helpdesk tickets, including telephone calls, sessions, e-mail, etc. with up-to-date information on ticket progress
  • Ensure proper verbiage within tickets in the helpdesk system
  • Maintain and update knowledge base with detailed resolutions to common helpdesk issues.
  • Other Duties as assigned by the Help Desk Supervisor

What We Look For

  • Proven experience as a help desk technician or other customer support role
  • Resourcefulness and quick-thinking nature with ability to troubleshoot new and critical technical as well as basic technical issues as they arise.
  • Good understanding of computer systems, mobile devices and other tech products
  • IT related degree/equivalent experience.
  • Work experience with Windows 10, Laptop and Desktop hardware
  • Excellent communication, organizational, and collaborative problem-solving skills
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Working knowledge of O365, ticketing software and VMware are a plus
  • Networking knowledge a plus (TCP/IP, DHCP, DNS, VPN, Wireless)
  • Experience with Phone/End User support

Location: 450 East 22nd Street, Lombard, IL



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