Service Desk Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

👻 Ghost score 10%

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Connexus Credit Union

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2019

🛡️ Insurance

💼 Consulting

🏦 Banking

Insurance • Consulting • Banking

Connexus Credit Union is a financial institution that offers a wide range of banking services to its members, including checking and savings accounts, loans, credit cards, and insurance services. It provides various personal and business banking solutions such as mortgages, home equity lines of credit, auto loans, and personal loans. Connexus is committed to member financial wellness and offers digital banking services, financial calculators, and educational resources. The credit union also has a program called Connexus Cares for community involvement and provides resources on security and fraud protection. Members have access to convenient services like online banking, ATMs, and telephone banking.

📋 Description

• Act as the first point of contact for user phone calls and self-service support tickets • Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency • Liaise between customers and technical escalation teams, communicating technical information in layman’s terms • Resolve incidents with known solutions according to support standards and procedures • Review tickets in the ISM platform and assign them to the appropriate team • Escalate involved issues to Senior Service Desk Specialists or Tier 3 support teams • Provide customer service support, including scheduled visits to assigned locations • Follow through to ensure tasks are communicated and resolved to users’ satisfaction • Work on departmental projects and perform other assigned duties • Prepare hardware, software, and process-related documentation, including troubleshooting guides and knowledgebase articles • Maintain confidentiality and security of records • Review and maintain Service Desk documentation and knowledge base articles • Review tickets against Service Level Agreements (SLAs) • Meet with the manager to review work, discuss project status, recommend process changes, voice concerns, and seek guidance • Comply with applicable Federal Regulations, including BSA

🎯 Requirements

• This position is Remote • Monday – Friday 8:30am – 5:30pm CST schedule • Required to work an on-call schedule approximately 1 week every 6 weeks from Tuesday-Tuesday; may include after hours, weekends, and holidays • Associate’s degree or commensurate experience is Required • 1+ year of prior Service Desk IT Troubleshooting experience is Required • Ability to troubleshoot issues, problem solve, and multi-task with attention to detail is Required • Customer-oriented positive attitude with strong time management, initiative, and work ethic is Required • Effective communication (interpersonal, verbal, and written) skills, analytical ability, judgment, and demonstrated ability to work effectively with credit union team members is Required • Strong computer skills including MS Office applications (Word, Excel, Outlook, etc.) is Required • Experience creating support documentation is Required

🏖️ Benefits

• 20 days of paid time off • 10 paid holidays • 16 hours of paid Volunteer Time Off • 401K Retirement with up to 6% employer match • Excellent Health, Dental, Vision insurance, including multiple plan options • Health Savings Account with generous employer contributions • Employer paid Life insurance • Employer paid Short-Term and Long-Term Disability • Tuition Reimbursement from $4,000 - $7,000 per calendar year • Robust Learning and Development program • Annual professional development stipend