Description

This is an in-person role. Candidate must report to La Crosse, Wisconsin.

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.

Major 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.

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.
• Must be 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.
• Must have good working knowledge of PC hardware and Microsoft Windows/Office systems.
• Knowledge of Microsoft Active Directory, Microsoft 365, and Microsoft Exchange is a plus.
• Ability to safely lift and move IT equipment up to 50lbs.

Experience:

• Basic computer background.
• Customer service acumen.

Education:   Enrolled to obtain Bachelor’s or Associate’s Degree in Computer Science, Engineering or related field of study. 

This job description is not a complete statement of all duties and responsibilities comprising this position.