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IT Help Desk Representative

Company: Hoosier Hills Credit Union
Location: Bedford
Posted on: March 20, 2023

Job Description:

Job Type: Full-time
Salary Range: $19.76-$29.64

The IT Help Desk Representative ensures that HHCU members and team members are consistently satisfied in the service they receive. Responsible for identifying and recommending solutions in a way that creates a member experience that surpasses expectations with every interaction. The IT Help Desk Representative is responsible for installing, upgrading, and maintaining computer hardware and peripheral equipment. Responsible for coordinating technology needs and assisting in researching, planning, and implementing new technologies to improve member and team member experience.

Mission and Service - Is an integral part of the Hoosier Hills Credit Union and IT team in living out our corporate mission; "To be better for our members by making a positive difference in their lives and the communities we serve."

Consistently delivers outstanding service to both internal and external members that is in alignment with the Credit Union's Service Promises.

Always acts in the best interest of the member and the Credit Union.

Maintains the highest level of professionalism through friendly, informative, and helpful communications, which are key to understanding and identifying needs, solving problems and in representing the Credit Union.

Increases member satisfaction by taking ownership of each request and being highly responsive to the needs of members and team member and in finding solutions that meet or exceed their expectations.

Builds rapport by establishing credible relationships through consistent high-quality service.

Utilizes other business units as needed to assist.

Member and Business Focus - Continuously champions knowledge of and experience with member and staff member interactions to be a trusted resource with each opportunity.

Creates business value and aligns the organization with success by providing consistent, accurate and outstanding service, and targeting solutions that are best for the member.

Serves as a trusted resource to members and fellow team members by possessing strong knowledge of HHCU products, services, and member experience standards, and always acts in the best interest of the member.

Engages in problem resolution from start to finish by clarifying the issue, determining the cause, and following up to ensure there is a resolution.

Achieves expected service results by taking personal ownership and aligning personal goals with the goals of the organization.

Acumen and Technical Savvy - Possesses proficiency in ?installing, upgrading, and maintaining computer hardware, coordinating technology needs and assisting in researching, planning, and implementing new technologies.

?Completes daily, weekly, and monthly job schedules and maintains appropriate documentation.

Ensures on-site and off-site storage of system back-ups. Ensures appropriate Credit Union reports are archived.

Assists Credit Union employees by answering questions regarding systems and hardware. Provides updates, status, and completion information to manager and/or users.

Assists in the installation, upgrade, and maintenance of computer hardware. Repairs PCs and other computer equipment. Contacts vendors when problems are complex or require specialized expertise.

Tests backup power supplies. Transfers data as needed between service centers.

Maintains the inventory for PC, printer equipment, and other equipment and supplies for the Credit Union and the department, ensuring adequate supplies are maintained.

Troubleshoots issues as necessary and maintains appropriate documentation. Travels between service centers to address hardware and software problems as needed.

Completes annual Bank Secrecy/OFAC and any related training annually as assigned by Training or Compliance Staff. Comply with all applicable BSA/AML laws, rules, regulations, policies, and business practices established by Credit Union management.

Teamwork and Collaboration - The consistent focus on team involvement and in personal growth through sharing and implementation of creative ideas that provide membership business value and enhance a positive work environment.

Maintains supportive communication with supervisor and team members, reports problems, developments, changes, and other important information regarding responsibilities.

Makes plans happen through awareness, involvement, constant communication, and continual learning.

Shares opportunities for improvement with appropriate managers. Performs on-going self-evaluation.

Attends and supports department events and other community outreach efforts as needed and attends to operational needs and issues as they arise.

Strives to improve self and team to create strategies for future focused positive results.


Knowledge Requirements

Excellent communications skills (both oral and written)
Professional appearance and demeanor, good interpersonal relations skills, and positive and optimistic outlook
Strong knowledge of retail delivery products and other Credit Union products and services
Strong and consistent service performance
Requires judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines
Ability to gather and analyze data
Ability to establish and maintain positive working relationship with management, peers, employees, and vendors

Education and/or Experience

High school diploma, or equivalent with additional courses in computer technology
Knowledge and administration of Windows 7/10, Active Directory, Office 365, MS Exchange, and Incident Management/ITIL preferred
Intermediate knowledge of Internet, computer software and hardware, and network systems
Intermediate mathematical skills required (concepts and calculations involving decimals, percentages, fractions, etc.).

Work Environment/Physical Demands

Normal accessibility of branch and corporate work sites required for the position
Normal physical mobility and agility, which includes movement from place to place on the job, and the ability to maneuver body while in place
Normal dexterity of hands and fingers
Normal coordination, including eye-hand, hand-foot
Works in typical administrative setting with climate control and appropriate lighting
Work may require occasional evening/weekend shifts as needed
Maintenance operations will require standing, bending, kneeling, etc.
Work requires occasionally lifting and carrying up to 50 pounds, taking frequency into consideration

Other Duties

Perform other duties as assigned. 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 or without notice.


Keywords: Hoosier Hills Credit Union, Bloomington , IT Help Desk Representative, Other , Bedford, Indiana

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