Responsible for working within the helpdesk system to log, work, and track helpdesk tickets to support internal staff technology issues. Ability to quickly assess and prioritize issues, troubleshoot, and spot trends as issues arise. Must maintain excellent end user service skills, stay current on technologies in use within the organization, and work well with all areas of the organization.
Experience with Windows Desktop operating systems, iOS, mobile device management, Active Directory, PC hardware, client/server architecture, network essentials, and other areas required for level 1 support.
Work with the IT department to understand internal business applications and infrastructure topology to provide end user support.
Excellent communication skills with experience in remote assistance.
Experience in writing work documents to be used for end user support and training.
Must be self-motivated and work well both as a team player and independently.
Must be professional, possess excellent communication skills, and be comfortable performing various tasks as needed.
Ability to prioritize and execute tasks in a fast-paced environment with rapidly changing priorities.
Must be an agent of change within the organization and embrace change regarding culture, systems, processes, etc.
Other duties as assigned.
Ticket logging is kept current and up to date.
Tickets are closed or escalated in a timely manner.
Credit Union personnel are supported or assisted as requested.
Ticket trending is reviewed for potential end user training areas.
Issue survey's performed by end users will be reviewed for growth opportunities.
CPM Federal Credit Union