IT Support Specialist

10 hours ago


North Liberty, Iowa, United States GreenState Credit Union Full time
{"Job Title: IT Help Desk Lead

Job Summary

The IT Help Desk Lead is a critical member of the IT Service Delivery team, responsible for providing exceptional technical support to staff. The ideal candidate will have a strong technical background, excellent troubleshooting skills, and the ability to work effectively in a fast-paced environment.



Key Responsibilities



  • Provide Level 1 technical support to staff, answering emails and phone calls, and entering and tracking tickets.

  • Educate and guide help desk staff on technical processes and procedures.

  • Collaborate with cross-functional teams to ensure seamless resolution of IT-related issues.

  • Monitor and improve help desk performance metrics, identifying areas for process improvement.

  • Develop and maintain knowledge base documentation to ensure help desk staff and end users have access to up-to-date information.

  • Support software and hardware deployments by providing hands-on assistance and troubleshooting during critical updates or rollouts.

  • Act as a liaison between the help desk team and other departments to ensure clear communication and effective coordination in resolving broader IT challenges.



As a key member of the IT Service Delivery team, the IT Help Desk Lead will have a significant impact on the success of GreenState Credit Union. If you are a technical expert with excellent communication and leadership skills, we encourage you to apply for this exciting opportunity.



Requirements



  1. Associate degree in Information Technology or a related field (equivalent work experience may substitute for degree).

  2. Minimum 5 years of IT industry experience in an advanced desktop-related administration or similar IT services support role.

  3. Substantial knowledge of PC software and hardware, technical aptitude, and a desire to learn.

  4. Ability to determine proper course of action based on pre-defined operational procedures and troubleshooting experience.



GreenState Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.





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