Share Email Opening
Title

Help Desk Analyst I 

Description

Nature and Scope

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associate's degree in a related area and 0-2 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager.

 

Specific Accountabilities

  • Deliver outstanding service to both internal and external service that meets or exceeds our Service Promises.
    • We promise to treat you with the respect deserving of a team member.
    • We promise to find ways to offer simplicity and convenience.
    • We promise to recognize your needs and recommend innovative solutions.
    • We promise to ensure the security of financial information.
    • We promise to take ownership of your request.
    • We promise to express our appreciation for the opportunity to serve you.
  • Completion of all required compliance training to include BSA.
  • Meet or exceed established service goals.
  • Ensure thorough understanding of expectations and consistently exhibit Synergy Wheel behaviors.
  • First point of contact for internal Credit Union personnel.
  • Respond to requests for user assistance.
  • Software and hardware troubleshooting.
  • Track all calls using online tool, TrackIt Help Desk application.
  • Work as a member of the Systems Engineering Support Team.
  • Investigates and resolves computer software and hardware problems.
  • Investigate and resolve network problems both voice and data.
  • First point of contact for core processor issues.
  • Escalate and assign 2nd tier support calls to appropriate resources and follow-up to conclusion.
  • Examine daily, all open calls and find resolutions.
  • Provide monthly reports for TrackIT database to management.
  • Assist IT Department staff with various IT projects.
  • Report IT inventory needs for purchase.
  • Document resolutions in knowledgebase for future reference.
  • Perform hardware and software installations.

 

 
Position Requirements

Knowledge, Skills and Abilities

  • Must be able to lift 50 lbs.
  • Excellent communication skills.
  • Excellent customer service skills.
  • Ability to follow standard practice and procedures in analyzing situations to determine the appropriate response.
  • File/Print knowledge.
  • General troubleshooting skills.
  • Excellent interpersonal skills.
  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
  • Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Ability to work responsibly with or without direct supervision.
  • Working knowledge of common operating systems and software applications.

 

Education and Experience

  • 0-2 years computer support experience.
  • Associate’s degree or better preferred.
 
Full-Time/Part-Time Full-Time  
Close Date  
Exempt/Non-Exempt Non-Exempt  
Location Allegacy Federal Credit Union - Headquarters  
About the Organization Do you get a thrill out of helping people realize their dreams? Do you believe that strong, personal relationships are critical to financial success? Do you want to work for an organization that has its community's best interests at heart? We do, too. That's why we work for Allegacy. Here, you'll find a challenging, rewarding career in one of the most unique entities of the financial industry. Allegacy Federal Credit Union is a place where inclusion and camaraderie thrive, and where everyone is united in their commitment to serving our members.

 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Pay Grade


This position is currently not accepting applications.

To search for an open position, please go to http://AllegacyFederalCreditUnion.appone.com



WE ALSO RECOMMEND

Other Jobs Within Same Category
Systems Engineer III in Winston-Salem, NC
Posted on: 2/28/2023
[Apply Now]

Systems Engineer III in Winston-Salem, NC
Posted on: 12/23/2022
[Apply Now]


Other Jobs Within 60 Miles
Systems Engineer III in Winston-Salem, NC
Posted on: 12/23/2022
[Apply Now]

Systems Engineer III in Winston-Salem, NC
Posted on: 2/28/2023
[Apply Now]

Financial Center Manager I in Greensboro, NC
Posted on: 3/17/2023
[Apply Now]

Financial Center Manager I in Mt. Airy, NC
Posted on: 3/9/2023
[Apply Now]

Member Advisor in Clemmons, NC
Posted on: 1/26/2023
[Apply Now]



 


 
Click here for technical assistance.