OverviewPOSITION SUMMARY:The IT Help Desk Lead is a member of the IT Service Delivery team, responsible for assisting in operations of the network, PC, peripheral, service desk, telecommunications, and operational processes of the credit unions environment. The IT Help Desk Lead will provide Level 1 (Diagnostic) technical support to staff, answering emails and phone, entering, and tracking tickets, and monitoring completion. Escalates issues where necessary and works with IT staff to determine root cause and follow up with customers as appropriate. The IT Help Desk Lead will provide a single voice for the Help Desk team coordinating needs, challenges, process improvements and technology adoption with the IT Service Delivery Director and other staff as directed.
GREENSTATE CULTURE:At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.
Pay range for this hourly position is $33.31 - $44.46/hr with a progressive benefits package.
ResponsibilitiesESSENTIAL DUTIES AND RESPONSIBILITIES:Performs essential duties and responsibilities in the following areas which may include but are not limited to those listed and are subject to change.
- Adheres to the Credit Union\'s core values and Service Standards in conducting GreenState\'s mission and vision.
- Demonstrates a positive member service (internal and external) focus at all times.
- Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
- Ensures confidentiality of member information.
- Supports a diverse and inclusive work environment.
- Serve as the primary point of escalation for technical issues, ensuring timely resolution while providing expert troubleshooting guidance.
- Serves as the first point of contact for staff seeking technical assistance
- Perform remote troubleshooting through diagnostic techniques and investigative questions; triages, resolves, and re-directs incidents and service requests as appropriate
- Guide and mentor, the help desk team by offering technical advice, best practices, and on-the-job learning opportunities without formal management responsibilities.
- Maintain a calm and solutions-oriented approach during high-pressure situations, acting as a steadying influence for the team and end users.
- Collaborate with cross-functional teams (such as network administrators, developers, and security teams) to ensure seamless resolution of IT-related issues.
- Monitor and improve help desk performance metrics, identifying areas for process improvement and contributing to the development of more efficient workflows.
- Assist in creating and maintaining knowledge base documentation, ensuring that help desk staff and end users have access to up-to-date information
- Enable the tooling leveraged by IT Service Delivery through implementation of process improvements
- Lead efforts to enhance system reliability and performance by proactively identifying potential technical issues and addressing them before they impact users.
- Support software and hardware deployments by providing hands-on assistance and troubleshooting during critical updates or rollouts.
- Act as a liaison between the help desk team and other departments, ensuring clear communication and effective coordination in resolving broader IT challenges.
- Promote a collaborative and supportive work environment, fostering a team culture where individuals feel comfortable seeking help and contributing ideas.
- Contributes to and/or develops IT policies and procedures, ensuring alignment with organizational goals and compliance with security standards
- Develops procedures in their absence to support the team and the tools leveraged by IT Service Delivery
- Occasionally works outside of normal business hours for special projects and additional duties.
- Participates in the on-call rotation.
- Performs other duties as may be assigned.
Qualifications- Associate degree in Information Technology or related field (equivalent work experience may substitute for degree). Relevant certifications are preferred.
- Minimum 5 years of IT industry experience in an advanced desktop-related administration or similar IT services support role
- Substantial knowledge of PC software and hardware; technical aptitude; and a desire to learn.
- Ability to determine proper course of action based on pre-defined operational procedures and troubleshooting experience.
- Ability to work with highly confidential information in a discretionary manner.
- Must possess strong analytical and problem-solving skills.
- Must be detail oriented with excellent customer service and organizational skills, as well as strong verbal, written, and interpersonal communication skills.
- Must be an effective time manager with an able to work independently, while collaborating with the team to ensure mission delivery.
- Ability to effectively and efficiently resolve problems.
- Self-motivated with the ability to work in a fast-paced environment.
- Ability to work with and be responsible for equipment valued between $500 and $10,000.
- Reports to work punctually, works all scheduled hours, and works as necessitated by business demand
- Must be bondable
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