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IT 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, delivering exceptional service, and offering 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 strive to create a workplace where all teammates feel appreciated, empowered, and rewarded for their contributions.

Job Purpose

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 documenting the details and resolutions. Strong interpersonal communication skills are essential for delivering exceptional service in a collaborative environment. The Engineer I must articulate technical concepts clearly and concisely to a diverse employee base utilizing various applications and systems. Participation in an on-call rotation for after-hours and weekend support is required.

Key Responsibilities

  • Responds to and prioritizes incoming requests via telephone, email, voicemail, and in-person for employees facing technical challenges.
  • Provides initial technology support across various areas, including computers, printers, applications, network access, and mobile devices.
  • Adopts a holistic approach to problem-solving.
  • Addresses issues promptly and respectfully, ensuring a considerate approach.
  • Escalates unresolved issues to IT Service Desk Engineer II and other relevant IT personnel, following up to ensure swift resolution of critical matters.
  • Maintains accurate documentation for all IT support tickets.
  • Collaborates with IT Service Desk Engineer II to develop and uphold 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.
  • Keeps employees informed about the status of escalated issues.
  • Coordinates the setup of new user accounts and assists with hardware deployments and upgrades.
  • Facilitates the onboarding process for new employees, providing training on desktop computing needs and explaining IT interaction procedures.
  • Remotely assists employees in troubleshooting hardware and software issues, coordinating with support personnel and vendors as necessary.
  • Provides support for VMware Horizon clients and vSphere management console.
  • Participates in a weekly on-call rotation, including after-hours and weekend support.
  • Supports branch operations hardware, including printing and scanning peripherals.
  • Assists with local and wide area network telecommunications support.
  • Communicates with vendors regarding issues with third-party applications.
  • Configures and troubleshoots 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.
  • Strong research skills for resolving hardware and software issues.
  • Excellent verbal and written communication skills in English, with the ability to convey technical concepts to non-technical individuals.
  • Strong analytical and problem-solving abilities.
  • Detail-oriented and well-organized.
  • Ability to work effectively in an office environment.
  • Flexible and adaptable to changing priorities.
  • Professional demeanor, even in high-pressure situations.
  • Ability to work independently with minimal supervision.
  • Commitment to providing exceptional service.

Physical Requirements

  • Occasional travel may be required for on-site support.
  • Ability to stand, walk, bend, and stoop as needed.
  • Must be able to sit for extended periods and use a computer.
  • Ability 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.
  • Minimum of 2 years of experience in an IT Service Desk Engineer role.
  • Technical knowledge of Microsoft Windows, network protocols, and related technologies.
  • Experience in a collaborative, team-oriented environment.
  • A+ certification or equivalent is preferred.

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