IT Service Desk Specialist

Schedule: Monday through Friday, between the hours of 7:00 AM - 6:00 PM The IT Service Desk Specialist supports the Information Technology Division by troubleshooting and resolving hardware, operating system, and software-related problems. This role also maintains the active directory of users for the organization. An ideal candidate is a patient and kind individual who is driven to satisfy members and employees. This individual thrives in a high-ticket volume, fast-paced call center environment. 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
• Onboard or remove users from software applications and the active directory groups within allotted timeframes
• 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

• 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

Pulled from the full job description

• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Financial Well-Being: Bonus Program up to 12%, 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

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.