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Technology Support Specialist I

2 months ago

ValdeReuil, Normandie, United States Truliant Federal Credit Union Full time

Company Overview

At Truliant Federal Credit Union, our mission is to enhance the lives of our members by prioritizing their needs and delivering exceptional service alongside straightforward financial solutions. Our core values—Member Focus, Service, Guidance, Relationships, and Community—shape our interactions with members and guide our commitment to improving lives.

Commitment to Our Team

We believe in fostering a workplace where every team member feels appreciated, empowered, and rewarded for their contributions.

Role Overview

The IT Service Desk Engineer I serves as the primary support contact for technology-related inquiries from internal staff. This role involves troubleshooting, resolving, or escalating issues while meticulously documenting the details and resolutions. Exceptional interpersonal communication skills are essential for delivering outstanding service in a collaborative environment. The Engineer I must convey technical concepts clearly and concisely to a diverse employee base that utilizes various applications and systems. Participation in an on-call rotation for after-hours and weekend support is also required.

Key Responsibilities

  • Responds to and prioritizes incoming requests via phone, email, voicemail, and in-person from employees facing technical challenges.
  • Provides initial technology support across various domains, including computers, printers, applications, network access, and mobile devices.
  • Adopts a holistic approach to problem-solving.
  • Addresses issues promptly and respectfully, ensuring a considerate experience for all employees.
  • Escalates complex issues to IT Service Desk Engineer II and other relevant IT personnel, following up to guarantee swift resolution of critical matters.
  • Documents all IT trouble tickets accurately as they arise.
  • Collaborates with IT Service Desk Engineer II to develop and maintain comprehensive documentation for knowledge management and internal processes.
  • Monitors the Service Desk ticketing system and service level agreements (SLAs) as part of the on-call rotation to ensure commitments are met.
  • Maintains communication with employees regarding the status of escalated issues.
  • Facilitates the setup of new user accounts across multiple platforms and assists with hardware deployments and upgrades.
  • Participates in onboarding new employees, providing training on desktop computing needs and explaining basic IT processes.
  • Remotely assists employees in troubleshooting hardware and software issues, coordinating with support personnel and vendors as necessary.
  • Offers support for VMware Horizon clients and vSphere management console.
  • Engages in a weekly on-call rotation, including after-hours and weekend support.
  • Supports branch operations hardware, including peripherals, as part of daily operations and the on-call rotation.
  • Assists with telecommunications and network support, including voice and data services.
  • Coordinates with vendors regarding issues with third-party applications.
  • Configures, troubleshoots, and maintains mobile devices.
  • Additional Responsibilities
  • Assists with various tasks and projects as assigned.
  • Prioritizes and schedules tasks effectively, escalating issues to experienced technicians when necessary.

Qualifications

  • Proficient understanding of Microsoft Windows operating systems, particularly Windows 10.
  • Familiarity with Windows Active Directory is essential.
  • Knowledge of Microsoft Exchange is advantageous.
  • Experience with virtual environments and VMware is required.
  • Hands-on troubleshooting skills for PC hardware and software.
  • Proficient in Microsoft Office applications and web browsers.
  • Ability to conduct research on hardware and software issues.
  • Excellent verbal and written communication skills in English, with the ability to explain technical concepts to non-technical individuals.
  • Strong problem-solving skills, with a detail-oriented and organized approach.
  • Ability to work in a standard office environment and adapt to shifting priorities.
  • Professional demeanor, even in high-pressure situations.
  • Capability to complete tasks with minimal supervision.
  • Commitment to delivering exceptional service.

Physical Requirements

  • Occasional travel may be necessary for on-site support; a valid driver's license is required.
  • Ability to perform tasks that involve standing, walking, bending, and sitting for extended periods.
  • Must be able to lift or move items weighing up to 40 pounds.

Education and Experience

  • Bachelor's degree or Associate's degree in an IT-related field, or equivalent experience.
  • A minimum of 2 years of experience in an IT Service Desk Engineer role is required.
  • Technical knowledge of Microsoft Windows, network protocols, and related technologies.
  • Experience in a collaborative, team-oriented environment is essential.
  • A+ certification or equivalent is preferred.

If you are passionate about providing exceptional member service and seeking a rewarding career with opportunities for growth, we invite you to consider joining Truliant Federal Credit Union.