Job Description
Job Location: Pullman Operations Center - El Paso, TX 79936
Position Type: Full TimeOur Company
At Raiz FCU, we share a passion for knowledge and a pursuit of growth. Grounded in our El Paso heritage (previously Teachers Federal Credit Union) since 1936, we are growing to help our community move into the future. We are inspired people, invested in you. At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and passionately lead the way. We can’t wait for you to join us.
Job Overview
This position reports to the Computer Operations Manager. This role is that of a problem-solver providing telephone and remote support to the organization’s team members. Information technology Helpdesk team members are the first line of contact for all team members and the information technology department. Responsible for quickly resolving team members' issues or passing them over to the appropriate team for resolution. Helpdesk team members are responsible for recognizing patterns of failures and bringing those to management's attention to find a permanent solution. Success factors will be driven by knowledge of the various technologies and systems used throughout the organization. This role requires someone enthusiastic about educating and assisting our members with our services.
You will be an empowering mentor who will be:
- A trusted expert
- A natural communicator
- A champion for our members and the community
- A guide through the moments that matter the most to our members
Position Details:
Non-Exempt (Hourly
)
12020 Rojas Dr., El Paso, Tx 79936
Pay Range:
$17.34-$26.01
QualificationsSkills and Experience
- High School Diploma or equivalent with associate-level certification such as CompTIA A+ or similar certification and training required.
- Minimum of 6 months of demonstrated experience in IT helpdesk/desktop support.
- Strong customer service skills with the willingness to assist others.
- Must have excellent communication skills, mainly when communicating complex information.
- Attention to detail.
- Ability to coordinate with IT and other departments and personnel.
- Ability to operate network servers and other business equipment
Role Description and Essential Duties
- Answer calls/emails from team members to resolve first-level support issues. Document all requests in the service desk ticketing system and ensure tickets are properly classified and assigned to the appropriate resource. Performs basic troubleshooting and repairs of hardware, software, and network issues. Escalates requests to the proper team member for fast resolution. Keep team members updated on the status of requests. Ensures credit union compliance with licensing agreements and updates documentation as needed.
- Grants network and systems rights to end users when directed. Assists users in accessing resources. Unlocks user accounts and performs password resets. Installs user software as directed. Assists in desktop support, helps with software installation, troubleshoots email access, and assists the desktop support team in configuring new devices when needed. Maintain effective lines of communication with the supervisor and managers about ongoing issues. Review and report on service desk tickets to management. Assist in incident reporting and response to appropriate teams.
- Participate in formal and informal learning opportunities. Remain informed on current technology trends.
- Proactively collaborate between departments to enhance processes and new partnerships. Maintain good external relations with vendors and community partners.
- Monitor, remediate, and report any security incidents to management. Follow security policies and procedures, reporting any out-of-policy incidents to management.
- Compliance with all Bank Secrecy Act (BSA) rules and regulations and the Customer Identification Program (CIP). Attends required annual BSA training and required compliance training.
- Assist with all other duties as assigned or identified.
