IT Support Specialist

2 days ago

Fort Bragg, North Carolina, United States GreenState Credit Union Full time
Job Summary

The IT Help Desk Lead is a critical member of the IT Service Delivery team, responsible for ensuring the smooth operation of the network, PC, peripheral, service desk, telecommunications, and operational processes within the credit union's environment.



Key Responsibilities


  2. Technical Assistance: Provide Level 1 diagnostic technical support to staff, answering emails and phone calls, entering, and tracking tickets, and monitoring completion.
  3. Escalation and Resolution: Escalate issues where necessary and work with IT staff to determine root cause and follow up with customers as appropriate.
  4. Team Coordination: Provide a single voice for the Help Desk team, coordinating needs, challenges, process improvements, and technology adoption with the IT Service Delivery Director and other staff as directed.
  5. Process Improvement: Monitor and improve help desk performance metrics, identifying areas for process improvement and contributing to the development of more efficient workflows.
  6. Knowledge Base Development: Assist in creating and maintaining knowledge base documentation, ensuring that help desk staff and end users have access to up-to-date information.
  7. Collaboration and Liaison: Act as a liaison between the help desk team and other departments, ensuring clear communication and effective coordination in resolving broader IT challenges.
  8. Team Leadership: Foster a collaborative and supportive work environment, promoting a team culture where individuals feel comfortable seeking help and contributing ideas.
  9. Policies and Procedures: Contribute to and/or develop IT policies and procedures, ensuring alignment with organizational goals and compliance with security standards.


Requirements


  • Education: Associate degree in Information Technology or related field (equivalent work experience may substitute for degree).
  • Experience: Minimum 5 years of IT industry experience in an advanced desktop-related administration or similar IT services support role.
  • Skills: Substantial knowledge of PC software and hardware; technical aptitude; and a desire to learn.
  • Soft Skills: Ability to determine proper course of action based on pre-defined operational procedures and troubleshooting experience; ability to work with highly confidential information in a discretionary manner; strong analytical and problem-solving skills; detail-oriented with excellent customer service and organizational skills, as well as strong verbal, written, and interpersonal communication skills.


Reporting Relationship

This position reports to the IT - Director Service Delivery.



Equal Opportunity Employment Statement

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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