AMERICA FIRST CREDIT UNION Help Desk Specialist I Salary in the United States

Schedule

Overview

Responsible for assisting AFCU employees with their use of AFCU products, applications, technology and services in a prompt, respectful and courteous manner.  Answers users' questions and ensures that they are capable of fully utilizing established systems.  Troubleshoots and resolves network, PC and ATM operating problems.  Acts as a technical liaison between AFCU network, PC users and the Information Services Division.

Responsibilities

1.  Assumes responsibility for establishing and maintaining good communication and working relations with AFCU network users.

a.   Responds to users' requests and follows through promptly in a professional and courteous manner.

b.   Resolves problems and concerns. Provides assistance, support, and training to users as needed.

c.   Communicates as much information as possible to users, including reasons for problems, project status, and deadlines.

d.   Acts as a consultant and resource to users.

e.   Documents interactions with AFCUnetwork users for further use.

2.  Assumes responsibility for timely resolution of computer and computer related problems.

a.  Performs technical support for computers and related computer processes to AFCU employees.

b.  Monitors availability of AFCU computer related products, provides first line maintenance and proper escalation when needed.

c.  Performs preventative maintenance on AFCU network/computer products when necessary.

3.     Assumes responsibility for technical support for ATMs and ATM related processes.

a.  Monitors ATM availability and performance for all AFCU ATMs

b.  Responds to users’ requests and follows through promptly.

c.  Monitors availability of AFCU ATM Network and connectivity.

4.     Assumes responsibility for establishing and maintaining effective communication, coordination, and working relations with area staff and with management.

a.  Keeps management informed of significant problems and of progress attained inreaching established objectives. Provides recommendations to establish new andmore effective programs and future equipment needs. Suggests related proceduralchanges.

b.  Assists and supports Information Systems personnel as needed.

c.  Prepares reports of activities, records, and other required documents.

d.  Attends and participates in meetings and committees as required.

5.     Assumes responsibility for related duties as required or assigned.

a.   Stays informed of changes in computer technology and programs.

b.   Keeps work area clean, secure, and well-maintained.

c.   Completes special projects as assigned.

Qualifications

Training/Education/Certification:

• High school graduate or equivalent.
• College course work in computer science or equivalent experience helpful.

Required Knowledge:

• Understanding of Credit Union teller processes, and computer system applications.
• Basic understanding of AFCU Network/PC hardware and software.

Experience Required:

• Entry level position
• Prior teller or call center experience helpful.

Skills/Abilities:

• Excellent communication and public relations skills
• Professional ppearance, dress, and attitude
• Ability to follow established procedures
• Good problem-solvingabilities
• Ability to perform concurrent tasks
• Able to work well independently 
• Ability to assist and train others