Allegacy Federal Credit Union
Help Desk Analyst III
Allegacy Federal Credit Union, Winston Salem, North Carolina, United States, 27104
Allegacy Federal Credit Union
Employee Job Description
Job Title: Help Desk Analyst III
Reports To: Supervisor, Help Desk
Role Accountability
At Allegacy, there's a common thread that runs through all of us. It's our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position will answer incoming support calls, logging the appropriate support ticket, and advanced troubleshooting of technical support issues. Advanced troubleshooting will be comprised of hardware and software (operating systems, backup software and supported third party software) technical issues. The Help Desk Analyst III technician will be expected to resolve tickets passed from Help Desk Analysts within Technology.
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. 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.
Specific Accountabilities
Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high-quality service to both internal and external member that is in alignment with our Brand Culture.Meet or exceed established service goals.Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.Respond effectively to requests for user assistance.Able to troubleshoot advanced software and hardware technical issues.Determine root cause of problems and identify workarounds or permanent fixes.Serve as Subject Matter Expert (SME) for Technology desktop support.Act as liaison between equipment vendors and the Credit Union.Assist in the maintenance of server and network systems as needed.Actively participate in end user and Help Desk training.Ability to easily adapt to and learn new technologies.Track all calls using online Help Desk application.Work as a member of the Systems Engineering Support Team.Investigate and resolve network problems both voice and data.Escalate and assign 2nd tier support calls to appropriate resources and follow-up to conclusion.Examine daily, all open calls and find resolutions.Develop and create documentation and support materials.Maintain important records efficiently and accurately.Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.Report Technology inventory needs for purchase.Document resolutions in knowledgebase for future reference.Perform hardware and software installations.Research and implement new solutions when needed.Work closely with other departments for collaborating IT projects.Perform other duties or special projects as assigned.Requirements
Knowledge, Skills and Abilities
Working knowledge of common operating systems and software applications.Ability to provide technical support over the phone, good phone skills, professional demeanor,Excellent communication and customer service skills.Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.Ability to follow standard practice and procedures in analyzing situations to determine the appropriate response.File/Print knowledge.Excellent troubleshooting skills.Demonstrate 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 minimal direct supervision.Must be able to lift 50 lbs.Education and Experience
3 or more years' experience in Help Desk or Technology hardware/software support role.Associate's degree preferred or equivalent experience.
Employee Job Description
Job Title: Help Desk Analyst III
Reports To: Supervisor, Help Desk
Role Accountability
At Allegacy, there's a common thread that runs through all of us. It's our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position will answer incoming support calls, logging the appropriate support ticket, and advanced troubleshooting of technical support issues. Advanced troubleshooting will be comprised of hardware and software (operating systems, backup software and supported third party software) technical issues. The Help Desk Analyst III technician will be expected to resolve tickets passed from Help Desk Analysts within Technology.
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. 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.
Specific Accountabilities
Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high-quality service to both internal and external member that is in alignment with our Brand Culture.Meet or exceed established service goals.Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors.Respond effectively to requests for user assistance.Able to troubleshoot advanced software and hardware technical issues.Determine root cause of problems and identify workarounds or permanent fixes.Serve as Subject Matter Expert (SME) for Technology desktop support.Act as liaison between equipment vendors and the Credit Union.Assist in the maintenance of server and network systems as needed.Actively participate in end user and Help Desk training.Ability to easily adapt to and learn new technologies.Track all calls using online Help Desk application.Work as a member of the Systems Engineering Support Team.Investigate and resolve network problems both voice and data.Escalate and assign 2nd tier support calls to appropriate resources and follow-up to conclusion.Examine daily, all open calls and find resolutions.Develop and create documentation and support materials.Maintain important records efficiently and accurately.Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines.Report Technology inventory needs for purchase.Document resolutions in knowledgebase for future reference.Perform hardware and software installations.Research and implement new solutions when needed.Work closely with other departments for collaborating IT projects.Perform other duties or special projects as assigned.Requirements
Knowledge, Skills and Abilities
Working knowledge of common operating systems and software applications.Ability to provide technical support over the phone, good phone skills, professional demeanor,Excellent communication and customer service skills.Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.Ability to follow standard practice and procedures in analyzing situations to determine the appropriate response.File/Print knowledge.Excellent troubleshooting skills.Demonstrate 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 minimal direct supervision.Must be able to lift 50 lbs.Education and Experience
3 or more years' experience in Help Desk or Technology hardware/software support role.Associate's degree preferred or equivalent experience.