IT Support Desk Specialist

Job Description

IT Support Desk Specialist

Job Summary:

In this role, you will be responsible for supporting the IT department’s goals and objectives in alignment with the credit union’s strategic plan. The primary focus of this position is to provide technical support to users, including credit union employees, and members.

Salary: $25.00- $31.00 Per Hour Depending on Experience

About Us:

Hughes Federal Credit Union is dedicated to providing a positive difference in our members’ financial lives. Our commitment to the Tucson community extends beyond our members as we sponsor and support local charities and organizations that promote the financial literacy of future generations. Join our team and see why we have been named a “Best-In-State” credit union, four years in a row!

Key Responsibilities:

Performs Support Desk function. First tier support and collator with other IT support to determine if support tickets need to be routed to senior support staff or a ticket may need to be opened with software vendor.

Responsible for monitoring and answering all support desk inquiries on all Support Desk communication channels (Phone, email, IM, self-submitted ServiceDesk system).

Setup of new users on the key core systems and assist in setup of these users on various systems administrated by Support Desk.

Gather information to determine needs, apply problem-solving skills, and resolve the inquiry/request effectively. Document in ServiceDesk the work performed to troubleshoot problems and resolve technical issues.

Compose emails using professional style, with writing that is clear, thorough, and grammatically correct. Creating and updating shared documentation when appropriate.

Shares in performing support for credit union PCs and printers, including maintenance, and troubleshooting of PC hardware and software.

Assist IST department with imaging, configuring, and deploying PCs/tablets and documenting record status in ServiceDesk.

Assist with system user role and user access internal/external audits.

Maintain and update IT documentation, including user manuals and troubleshooting guides.

Qualifications:

Required Skills:

Minimum of six months of similar or related experience

High school diploma or equivalent

Experience with PCs and computers, as well as Windows operating systems and browsers

Ability to stay focused and complete assigned tasks, working on a variety of projects simultaneously

Preferred Skills:

Experience with all eServices (including Architect Online Banking, MX Mobile, Bill Pay, A2A, P2P, etc.) and Architect Support Portal

What We Offer:

Generous Paid Time Off Policy

Up to 15 days in 1st year of service

Paid Time Off increases with tenure

VTO (Volunteer Time Off) Up to 16 hours yearly

401(k) plan

7% company match

Health, Dental, and Vision Insurance

Health Savings Account with Employer Contribution Available

Free Vision Insurance

Life and Disability Insurance

Provided by the Credit Union with Optional Supplemental Coverage Available

Competitive Wage and Professional Development

Educational Assistance

Hughes Federal Credit Union is a background screening, credit check and E-Verify workplace.

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Full-time