IT Service Desk Specialist - On-Prem

Description

Job Title: IT SERVICE DESK SPECIALIST - On Prem

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family!

Overview:

The IT Service Desk Specialist is a dynamic role responsible for providing comprehensive support to the organization’s end-users on a variety of technical issues. The position serves as the first point of contact for employees seeking technical assistance over the phone, via email, or in person. Troubleshooting, diagnostics and remediation for end-user systems, soft phones, applications, and teleconferencing platforms. The ideal candidate will possess a blend of technical expertise, strong communication skills, and a passion for delivering exceptional customer service.

What You Will Do:

· The core responsibility is conducting desktop (physical and virtual) and application support operations.

· Build, maintain, and install computer equipment to ensure a smooth operating environment.

· Follows ITIL guidance, ensures best practices are implemented, and documentation is maintained and updated.

· Monitors the operation of the computer systems, resolves problems or reports malfunctions to service representatives.

· Ability to work with ticketing or case manager software.

· Recognizes and applies subtle cues in anticipating member needs and potential next steps.

· Resolve difficult or complicated situations that are often sensitive in nature.

· Be an active champion of positive change and continuous improvement.

· Maintains good relations with Premier America’s user community while demonstrating a high level of professional, courteous service and a commitment to problem resolution.

· Stays informed of trends and changes in the Information Technology field. Continuously learns and applies new skills to improve services or create new ones to meet current and/or future needs.

· Must comply with all company policies and procedures, applicable laws and regulations including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Asset Control.

Requirements

Job Title: IT SERVICE DESK SPECIALIST - On-Prem

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family!

Overview:

The IT Service Desk Specialist - On-Prem is a dynamic role responsible for providing comprehensive support to the organization’s end-users on a variety of technical issues. The position serves as the first point of contact for employees seeking technical assistance over the phone, via email, or in person. Troubleshooting, diagnostics and remediation for end-user systems, soft phones, applications, and teleconferencing platforms. The ideal candidate will possess a blend of technical expertise, strong communication skills, and a passion for delivering exceptional customer service.

What You Will Do:

The core responsibility is conducting desktop (physical and virtual) and application support operations.

• Build, maintain, and install computer equipment to ensure a smooth operating environment.
• Follows ITIL guidance, ensures best practices are implemented, and documentation is maintained and updated.
• Monitors the operation of the computer systems, resolves problems or reports malfunctions to service representatives.
• Ability to work with ticketing or case manager software.
• Recognizes and applies subtle cues in anticipating member needs and potential next steps.
• Resolve difficult or complicated situations that are often sensitive in nature.
• Be an active champion of positive change and continuous improvement.
• Maintains good relations with Premier America’s user community while demonstrating a high level of professional, courteous service and a commitment to problem resolution.
• Stays informed of trends and changes in the Information Technology f