Service Desk Specalist

• Our Core Values:

All employees should demonstrate our SSFCU core values -- Caring, Innovative, Honest, Fair and Dedicated -- while providing enthusiastic, professional, and courteous service to SSFCU members and employees.

• What You Will Do:

Perform essential tasks necessary for the ongoing support of technology to the credit unions internal/external users. Assist employees on product, process, and application issues. Provides product knowledge and support to SSFCU employees including, but not limited to member assistance, balancing, service support, and supervisory guidance. Assists Service Desk Specialist I with any questions/issues that are beyond their experience or job knowledge. Documentation and tracking of Service Desk calls, both internal and external. Independently determine proper path for resolution, i.e. Break-fix, Training, System Development Request, or Network configuration. Coordinate resolution of issues in a timely manner with the appropriate person(s). Project participation to include interaction with all credit union business components to represent end-user requirements. Provide recommendations on projects to improve processes or procedures for efficiency and accuracy. Completes any other job-related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization s Values.

• What We Will Require:

High school diploma or equivalent. Minimum of five (5) years of Branch Automation and LAN environments experience or at least five (5) years progressive in front line operations, Member Service, Member Contact Center, or other financial services provider experience. Basic knowledge of operating system software and related components/tools. Excellent project organization, analytical skills, written and verbal communication skills. Able to function in a high-volume environment and within time constraints while maintaining accuracy and attention to detail. Provide data center operations support in a seven day a week, twenty-four hour a day on call support. Able to travel up to 25% to work-site locations. Work flexible hours as needed, including possible weekends.

• Ideal Candidate Will Have:

Bachelor s degree in science, MIS, Computer Science, or equivalent education and/or experience. Take responsibility and perform work utilizing independent judgment and initiative.

• Additional Job Responsibilities:

Participates with Operational Training in the development of training materials to support system upgrades, replacements, and new installations. Research and recommend alternative training options, i.e. CBT, CD, Modular to continue to improve training processes to ensure real life scenarios for all SSFCU trainees. Provides detailed documentation of all changes/enhancements of credit union delivery systems to Operational Training. Coordinates with Marketing, Member Service, MCC, and Operational Training to support credit union wide sales and service initiatives and goals. Responsible for reviewing all tickets in the Incident Management system on daily basis. Follow up as required with end user or other specialists in need of assistance. Participation as required in departmental projects.

• Legal Statements:

We are an EEO Employer that provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.