What are the responsibilities and job description for the Service Desk Representative II position at Orange County's Credit Union?
As a leading financial service provider with more than 80 years of experience serving over 114,000 members, Orange County's Credit Union is currently $1.7 billion in assets & growing. Excellent benefits include paid health insurance, generous time off benefits, 401(k) and a professional, friendly work environment focused on achieving goals, recognizing successes & excelling at Member service.
We're introducing an exciting opportunity in our Technology Team!
Service Desk Representative II
Role and Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Taking ownership of associate issues reported and seeing problems through to resolution
- Regular visit to branches to provide technical support and to deploy new technologies
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by associates
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Experience updating knowledge base articles and creating, updating and following up on problems
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Serve as an onsite implementation resource for hardware and software refresh projects
- Follow relevant procedures to resolve incidents and fulfill requests within agreed upon service level agreements (SLAs)
- Ability to analyze and correlate issues
Qualifications and Education Requirements
A qualified candidate will have at least 3 years’ experience in a similar role. Individuals should also possess a working knowledge of the following technologies as well be able to learn new technologies as they are introduced into the environment:
Excellent people and communications skills- Works after hours and weekends as needed
- Windows Client Operating systems
- Common web services (intranet, O365, etc.)
- Standard user environment (File shares, Print, MS Office)
Physical and Environmental Elements:
- Vision sufficient to read instructions, procedures, source documents, reports, files, and information on video display terminals.
- Manual dexterity to write and operate a variety of office equipment, including a personal computer.
- Body mobility to move to and from different work areas to access materials to perform the essential functions.
- Ability to bend and stoop to reach files/shelves including the strength to lift and carry materials up to 20 pounds, also to pull and push open file cabinet drawers. Ability to sit or stand for prolonged periods of time.
- Ability to speak and hear to give and receive instructions and information to others in person and over the telephone. Other language skills helpful.
- Position will require working Saturdays, occasionally evenings, weekends, and early mornings.
The targeted hourly range is $28.16 Per Hour to $42.23 per hour. Final offer will be determined based on experience, education, training/certifications and specialized skills.
We perform thorough background checks and credit checks. EOE.
Salary : $2 - $28
