Service Desk Technician I/Hybrid Position Available In Delaware, Pennsylvania

Service Desk Technician I/Hybrid 3.7 3.7 out of 5 stars 5 Hillman Drive, Chadds Ford, PA 19317 Summary Ensures proper computer operation so that end users can accomplish business tasks. Receives, prioritizes, documents, and actively resolves end-user service desk requests and escalates incidents when necessary to maintain SLA expectations. Resolves problem which may involve the use of diagnostic and service desk request tracking tools. Provides in-person, hands-on help at the desktop level. Key Responsibilities Provides first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Prioritizes incidents and service requests according to defined processes to meet defined SLAs. Escalates incidents with accurate documentation to suitable technician, when required. Builds rapport and elicits details about the problem from service desk customers. Records, tracks, and documents the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Uses remote tools and diagnostic utilities to aid in troubleshooting. Researches solutions through internal and external knowledgebase and documentation as needed. Identifies and learns appropriate software and hardware used and supported by the organization. Performs hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Delivers, installs, tests, maintains, supports, and fixes personal computers, application software, hardware, and peripherals running on local and wide area networks, such as printers, modems, and scanners. Provides administrative support such as network access, permissions, and file restorations. Manages, updates and maintains hardware and software inventory. Tests fixes to ensure an incident has been adequately resolved. Performs post-resolution follow-ups to help requests. Develops help sheets and FAQ lists for end users. Contributes to technician knowledgebase and documentation as needed. Reinforces SLAs to manage end-user expectations. Provides suggestions for continual improvement. Supports the organization after hours as required. Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of the Franklin Mint Federal Credit Union and its members. Education/Experience High School Diploma, and 1-3 years of experience in Information Technology, or equivalent experience. Associate’s Degree in Information Technology is highly preferred. Proficiency in Windows Operating System. Basic computer hardware knowledge. Other Qualifications Strong demonstrated abilities required: Customer/Member Service Interpersonal/Team Player Motivated/Works Independently Analytical/Problem Solving Organizational Skills Detail Oriented Verbal/Written Skills Microsoft Office Prioritize/Multi-task Also required: Ability to work a flexible schedule; early mornings, evenings, and weekends; on-call, shift coverage, and overtime, as needed Ability to travel occasionally Must maintain confidentiality Ability to meet with or service internal/external customers as needed at various locations in the company’s geographic area. Must have a valid driver’s license Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit (for long periods of time). This position requires standing, walking, bending, balancing, crawling, reaching, kneeling, stooping, crouching, pushing, pulling, fingering, grasping, feeling, typing, repetitive motion, and the ability to travel. The employee may occasionally lift and/or move items up to 30 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Other Duties This job description is not intended to be an all-inclusive list of responsibilities required for this job. Responsibilities may be assigned or changed at any time. Equal Employment Opportunity

FMFCU/SFN

is an equal opportunity employer and prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), age (40 and over), national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed service member status or any other status protected by federal, state or local law.