We are seeking an IT Specialist for the Service Delivery Department.

In the technical realm, the role involves efficient management of incidents, encompassing swift resolution of technical issues reported by end-users. This encompasses proficient troubleshooting of hardware, software, and network-related problems such as printers, scanners, audio-video equipment, the core banking system, laptops, and associated software. The goal is to restore end-users' services and functionality promptly, with meticulous incident ticket management within the ServiceNow platform. Additionally, the role extends to fulfilling service requests, aiding end-users with tasks like hardware setup, software installation, and configuration changes, while collaborating with the ITIL Problem Manager to address recurring issues through detailed investigation and lasting solutions. Engaging with other IT teams and accurately documenting business requirements for hardware and software alterations further complements the technical responsibilities.

On the administrative front, configuration management plays a pivotal role, entailing the maintenance of precise and up-to-date documentation for hardware and software configurations. This upkeep ensures that end-user devices adhere to organizational standards. The role also emphasizes user training and support, fostering effective technology usage through guidance and training.

This role requires occasional travel to all Credit Human locations and participate in a rotational on-call schedule for responding to after-hours incidents that are identified as critical.

If you have desktop support knowledge, you should apply right away!

Highlights:

• Respond to and resolve technical incidents reported by end-users promptly and effectively
• Troubleshoot and diagnose hardware, software, and network-related issues
• Assist end-users in making service requests, such as hardware setup, software installation, and configuration changes
• Contribute to the analysis of root causes and the implementation of long-term solutions
• Maintain accurate and up-to-date documentation for hardware and software configurations with the responsibility of IT Service Delivery
• Maintain a high level of customer service and professionalism when interacting with end-users

Experience:

Required

• Minimum of 2 years’ experience in technical support or a related field
• Experience supporting desktop systems to include desktop hardware, software, telephony, and access permissions

Preferred

• Experience working with 3rd party vendor support

• Experience in a technically diverse desktop systems support environment

Education:

Required

• 30+ college credits

Preferred

• Associate Degree

Licenses & Certifications:

Required

• ITIL v4 Foundation
• CompTIA A+

Preferred

• CompTIA Network+
• CompTIA Security+

Skills & Knowledge:

Required

• Broad knowledge of Information Technology environments, support, and technologies

• Broad knowledge of desktop systems support

• PC skills to include Word, Excel, PowerPoint, and Visio

• Ability to effectively communicate technical knowledge to IT professionals and credit union staff

• Strong written, verbal, and interpersonal communication skills

• Strong analytical, technical, and conceptual skills with attention to detail

• Result oriented with a strong focus on the customer (both internal & external)

• Ability to tailor communication style to different audiences and to exercise good judgment in the frequency and nature of communications to different parties

• Effective time management and prioritization skills

• Strong vendor management skills · Strong service orientation to align needed support to the desired business outcome

Preferred

• Experience with Ring Central
• Experience with ServiceNow
• Financial services industry experience preferred
• Knowledge of Zoho ManageEngine suite of products (AD Manager & Endpoint Central)

Schedule: Monday-Friday, 7: 30 am-4: 30 pm, availability needed to work an on-call rotation

Salary Range: $23.09/ hour to $25.04/ hour

Flexibility: In office (not remote or hybrid), ability to travel to other CH sites as needed

Level of Work: 1C

Credit Human provides employees with many benefits from insurance coverage to college tuition reimbursement.

To get to know Credit Human and learn more about our benefits, visit our careers page at www.credithuman.com/careers.

Credit Human conducts employment background checks that may be used for decisions related to employment with Credit Human. Standard background checks performed on final candidates include NCUA Administrative and Prohibited Orders, ChexSystems, past employment verification, criminal history checks on convictions, and outstanding arrest warrants within the past seven years. Degree verifications are conducted if listed on the employment application. Additional background checks relevant to the role may include a motor vehicle registration check, credit check, and/or fingerprint card. Applicants must be currently authorized to work in the United States on a full-time basis.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)