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IC Federal Credit Union IT Help Desk Manager in Fitchburg, Massachusetts

Help Desk Technician I Salary Range: $21.0600 To 31.5800 Hourly WHO WE ARE Under the direction of the IT Help Desk Manager, the Help Desk Technician I will provide entry-level technical and administrative support to the IT division. This role will deliver exceptional service by assisting in the accurate and timely resolution of technology issues reported through the Credit Union?s ticketing system, in line with IC?s internal member service standards. To support the evolving needs of the IT division, the Help Desk Technician I will help establish and document templates for new hire setups, device / hardware inventory and system access configuration. POSITION DETAILS Hours: 40 Hours, Non-Exempt Training: In-Office Training Schedule: 8:00am ? 5:00pm (Monday - Friday), 8:30am-12:00pm (alternating Saturdays and after hours as needed) Hybrid Capability: Schedule to be determined ESSENTIAL JOB FUNCTIONS Actively monitor and triage IT Help Desk queue. Provide Tier 1 support on a variety of information technology, telecommunication and computer use inquiries; ranging from simple maintenance to more complex issues. Escalate tickets to Tier 2 subject matter experts (SMEs) as necessary. Use effective research and troubleshooting methods to deliver prompt, courteous and accurate front line support to team members across the organization. Demonstrate service excellence in line with ICs internal member service standards and expected service level agreements (SLAs). Provide administrative support to the IT division. Help establish and document templates for new hire setups, device / hardware inventory and system access configuration. Meet with internal business partners to collect and organize information surrounding IT and Info-Sec related initiatives. Document policies, procedures and corresponding workflows related to the Help Desk ticketing system and issue prevention/resolution. Support projects to identify and implement self-service channels, including knowledge repositories and FAQ libraries. Serves as an enthusiastic champion of all things brand and corporate culture. Models and supports the delivery of IC's Mission, Vision and Core Values, with a focus on team member engagement and member experience. NONESSENTIAL JOB FUNCTIONS Assist in staging new PCs. Conduct system and upgrade testing. Create and generate user activity reports. Asset tagging and management. Assist team members in administering and supporting the telecommunications system (VoIP); providing end user training as needed. OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. JOB COMPETENCIES Communication: Professional written and verbal communications skills with the ability to present as needed. Overall ability to read and listen effectively. Attention to Detail: The level at which tasks are performed carefully, accurately, and in accordance with specific instructions. Consistency of work quality and compliance with standards, requirements, and expectations. The tracking of numerical data and detailed organizational information, and the careful application of grammar, spelling, and punctuation rules. Adaptability: The degree to which one demonstrates openness to change and new ideas. Ability to adjust to changing work requirements and respond to new situations. Ability to work in a high pressure environment while maintaining professional demeanor. Dependability: The degree of follow-through on assignments. The degree to which the employee can be counted on to complete assignments in a timely and competent manner. The degree to which the employee is self-directed

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