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IT Help Desk Specialist

2 months ago

Tampa, United States Suncoast Credit Union Full time

Overview:
**Compensation**:$19.00 - $26.00 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

**Responsibilities**:

- Facilitate incoming technical support calls
- Resolve staff support tickets while meeting adherence and SLA times
- Document all calls and follow through to the conclusion of the ticket
- Track assignments and communications between credit union members and staff
- Troubleshoot and resolve routine end-user hardware, operating system, and software-related problems for the Help Desk
- Troubleshoot issues with mobile devices and tablets remotely
- Create reference documents for departments and staff to maintain IT Help Desk knowledgebase
- Escalate and route non-Help Desk tickets to the correct inter departments
- Communicate credit union outage notifications in a timely manner
- Assist with installation, troubleshooting, configuration, and customization of hardware or software
- Assemble and ship equipment for users
- Participate in the CU360 shadowing program

Qualifications:

- High school diploma or equivalent
- 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
- Basic technical knowledge of internal products and software necessary to assist staff with troubleshooting
- Ability to meet monthly adherence numbers
- 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
- Ability to analyze and resolve routine problems or situations

**Skills**
- Customer Service

**Benefits**
- ** Financial Well-Being**:Bonus Program up to 9%, 401K Matching up to 8%, Retirement Planning, Pay Increases based on Competency, Employee Loan Discounts, Flex Spending Accounts
- ** 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
- ** Work-Life Balance**:11 Paid Holidays, 3 weeks of Paid Time Off, 4 weeks of Paid Parental Leave, Birthday PTO
- ** Community Involvement**:Paid Volunteer Hours
- ** Growth**:Degree Assistance up to $5,000 per year
- ** Flexibility**:Remote, Hybrid, and Onsite Schedules
- ** Security**:Pet Insurance, Free Identity Theft Protection, Legal Assistance

**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. Chartered in 1934, Suncoast has never furloughed any employees.