IT Help Desk Technician I (North Liberty)

Responsibilities: Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change: Adheres to the Credit Union's core values and Service Standards in carrying out GreenState's mission and vision. Demonstrates a positive member service (internal and external) focus at all times. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilties. Ensures confidentiality of member information. Supports a diverse and inclusive work environment. Serves as the first point of contact for staff seeking technical assistance over the phone, email or live chat. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Directs unresolved issues to the next level of support personnel. Identifies and suggests possible improvements on procedures. As primarily liaison to staff, the Help Desk Technician utilizes the service desk platform to capture end user requests, track activities, document troubleshooting steps, and log resolution for core network and data systems, communication systems, and end user devices, escalating when necessary but tracking items to completion. Proactively communicates the status of incidents and requests to staff and documents activities on tickets. Installs, maintains, repairs, upgrades and troubleshoots computer software. Ensures proper scheduling for phone and email support during core business hours. Engages co-workers to provide proactive and ongoing maintenance to ensure service standards are always met. Works with established 3rd party providers for assistance. Occasionally works outside of normal business hours for special projects and as part of the on call rotation. Performs other duties as may be assigned from time to time. PI243e2d0f04fd-38003-42102335