Position Summary:
Deliver premier service as a member of the IT Service Desk team driven to enable the credit union’s mission to advance the lives of its members. Support end-users of the credit union’s technical infrastructure and desktop computing environment including computers, printers, user accounts, security access, and software applications
Duties and Responsibilities:
• Entry-level Service Desk support – password resets, unlock accounts, Windows, and PC hardware issues.
• Provision accounts and equipment for credit union new hire employees.
• “Hands on” handling of computer hardware as part of overall lifecycle management – receiving, setups, shipping, inventory tracking, testing, disposal.
• Facilitate replacement of PCs that have reached end-of-life including direct coordination with employees.
• Complete user requests for new equipment, software installs, secure access to facilities, and retrieval of recorded video footage.
• Travel to credit union branch locations as part of regular branch support.
• Setup of computer workstations in support of employees moving to new office space in downtown La Crosse.
Expectations:
• Provide professional premier customer service to business end-users and IT team members.
• Complete assignments as required and on time.
• Dedication to immediate resolution of end-users’ issues.
• Accountable for decisions and activities that impact service delivery.
• Be an active learner seeking knowledge and asking questions.
• Learn to perform Microsoft Azure Active Directory administration tasks according to standards.
• Be engaged and collaborate as a valued member of the IT team.
• Abide by all applicable regulations, policies, and procedures.
Knowledge, Skills, and Abilities:
• Commitment to gain experience as an IT professional delivering customer service.
• Ability to effectively analyze, troubleshoot, and resolve technical issues.
• Well organized and able to manage multiple assignments.
• Effective at communicating with business end-users and team members in professional manner.
• Self-driven, high performing, and seeking to continually improve service delivery.
• Good working knowledge of PC hardware and Microsoft Windows/Office systems.
• Knowledge of Microsoft Active Directory, Microsoft 365, and Microsoft Exchange is a plus.
Education and Experience:
• Enrolled to obtain Bachelor’s or Associate’s Degree in Computer Science, Engineering, or related field of study.
• Basic computer background.
• Customer service acumen.
Physical Requirements (with or without accommodation):
• Long periods of sitting will occur regularly.
• Lifting and/or moving 50 lbs. or less.
• Use of a computer and telephone required.
• Occasional bending, stooping, or crouching may be required.
This job description is not a complete statement of all duties and responsibilities comprising this position
