Digital Tech Partner

Responsibilities

• Provide great customer service and hands-on support for a variety of computer hardware and software problems.
• Coordination of IT projects, managing timelines, preparing status reports, liaison between hardware technicians and other IT depts, network infrastructure installation, development of detailed documentation, and computer image preparation.
• Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Recommend continuous improvement opportunities.
• Analyze IT activity reports and provides feedback to team members and management.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Provide superior customer service while managing relationships with end users, business area leaders, partners, and vendors throughout the Credit Union environment.
• Escalate unresolved issues, including all relevant details, to appropriate individuals.
• Maintain a positive, helpful attitude with end users.
• Provide escalation to support personnel when components of the IT Infrastructure are inoperable.

Job Qualifications:

• Great interpersonal & customer service skills, and a good team player.
• Related experience or education in IT Support experience.
• Related experience or education in IT Network Infrastructure experience.
• Windows OS troubleshooting.
• Understand IT infrastructure (Network and Server).
• Good analytical problem-solving skills to isolate and resolve problems.
• Ability to delegate tasks and communicate instructions effectively.
• Experience working from a help desk management system.
• Strong verbal and written communication skills.
• Ability to work independently and in teams reaching high levels of productivity.
• Comfortable switching quickly between tasks.
• Demonstrates strong work ethic.
• Ability to adjust to unforeseen challenges and think independently to continue toward goal resolution.

Other Special Skills:

• Office 365 experience.
• iPhone & Android OS config & troubleshooting.
• Windows 10 troubleshooting.

Essential Functions include:

• On-site team in providing outstanding service.
• Provide guidance and resources to assist team members in resolving routine and complex issues.
• Partner with business is related IT matter purpose and project.
• Lead team in enforcing IT Support service level agreement.