Help Desk Support

Position Title: Help Desk Support
Job Type: Full-Time
Classification: Exempt
Salary: Starting at $19.66 per hour

The following description should be considered the foundation of your job, not its boundaries. Your success will be greatly enhanced by adopting a learning attitude and by a willingness to participate in educational opportunities for yourself.

To attain the organization’s goals effectively and efficiently as a member of the Help Desk Team and providing technical support to the credit union employees.

As a member of this team, your primary responsibility is to serve and satisfy the credit union members. This includes whether your job involves dealing with members directly or providing service to someone who does.

You should also expect to participate in activities not described here, which will serve to ensure that Information Services and Technology operates with efficiency and ingenuity.

Essential Functions & Basic Duties

Field incoming helpdesk requests from end users via the telephone, e-mail and helpdesk ticketing system in a courteous manner.
Document all pertinent end user information, including name, department, contact information, and nature of problem or issue in the helpdesk ticketing system.
Record, track, and document all the help desk problem-solving processes in the ticketing system, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Perform the duties required of the morning, day, or evening shift, processing jobs according to schedule.
Maintain schedule timeliness by communicating potential problems or delays to management and fellow Help Desk staff where applicable.
Provide current status of assigned projects and/or problem reports through documentation in ServiceNOW.
Perform month end procedures as required of shift.
Update ServiceNOW tickets in a timely and detailed manner.

Effectively trouble shoot and resolve job posting failures, system failures and/or interruptions.
Maintain professional and technical knowledge by attending educational workshops and training.
Adhere to credit union policy in accordance with security and operational control requirements.
Actively participate in and contribute to the training of new and existing Help Desk operators, working under the guidance of the Information Service Department’s management staff.
Attends meetings as required.
Accurately and promptly track Activity hours.
Analyze and determine source of system errors, malfunctions, job stoppages, and program information to ensure that operation standards are met and upheld.

Essential Functions & Basic Duties

Field incoming helpdesk requests from end users via the telephone, e-mail and helpdesk ticketing system in a courteous manner.
Document all pertinent end user information, including name, department, contact information, and nature of problem or issue in the helpdesk ticketing system.
Record, track, and document all the help desk problem-solving processes in the ticketing system, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Perform the duties required of the morning, day, or evening shift, processing jobs according to schedule.
Maintain schedule timeliness by communicating potential problems or delays to management and fellow Help Desk staff where applicable.
Provide current status of assigned projects and/or problem reports through documentation in ServiceNOW.
Perform month end procedures as required of shift.
Update ServiceNOW tickets in a timely and detailed manner.

Effectively trouble shoot and resolve job posting failures, system failures and/or interruptions.
Maintain professional and technical knowledge by attending educational workshops and training.
Adhere to credit union policy in accordance with security and operational control requirements.
Actively participate in and contribute to the training of new and existing Help Desk operators, working under the guidance of the Information Service Department’s management staff.
Attends meetings as required.
Accurately and promptly track Activity hours.
Analyze and determine source of system errors, malfunctions, job stoppages, and program information to ensure that operation standards are met and upheld.

Qualifications

PC proficiency in the Microsoft Office environment required.
Working technical knowledge of PC operating systems, including Windows 7, Windows 10.
Able to install, support, and troubleshoot PC hardware components and peripherals.
Possess exceptional organizational and communication skills.
Must be attentive and sensitive to details.

Ability to work independently and as part of a team.
Proficiency in following, updating and creating technical procedures is necessary. Ability to meet deadlines and follow through on assigned requests and Help Desk calls is essential. Must be attentive to detail and respect the need for timely completion of established procedures.
Minimum high school diploma or equivalent.
College degree or certification in a technical field is preferred.

Qualifications

PC proficiency in the Microsoft Office environment required.
Working technical knowledge of PC operating systems, including Windows 7, Windows 10.
Able to install, support, and troubleshoot PC hardware components and peripherals.
Possess exceptional organizational and communication skills.
Must be attentive and sensitive to details.

Ability to work independently and as part of a team.
Proficiency in following, updating and creating technical procedures is necessary. Ability to meet deadlines and follow through on assigned requests and Help Desk calls is essential. Must be attentive to detail and respect the need for timely completion of established procedures.
Minimum high school diploma or equivalent.
College degree or certification in a technical field is preferred.

Why Work For Us...

Retirement Plan: We offer a Pension and 401K plan to help secure our employees' future.
Insurance Coverage: We offer a range of insurance options, including Medical, Dental, Vision, and Prescription coverage, Voluntary Life Insurance and Short and Long-term Disability Coverage.
Financial Assistance: We offer Employee and Educational Assistance Programs and Employee Discount Programs to give our employees a little extra boost.

Employee Amenities: All of our employees are eligible for PTO
Community Benefits: It's not just a job – it's a community. That's why our employees also get automatic PFCU Membership and access to local volunteer opportunities.
An Award-Winning Experience: PFCU is a proud winner of a number of awards including Best Place to Work in Philadelphia and Healthy Place to Work.

Why Work For Us...

Retirement Plan: We offer a Pension and 401K plan to help secure our employees' future.
Insurance Coverage: We offer a range of insurance options, including Medical, Dental, Vision, and Prescription coverage, Voluntary Life Insurance and Short and Long-term Disability Coverage.
Financial Assistance: We offer Employee and Educational Assistance Programs and Employee Discount Programs to give our employees a little extra boost.

Employee Amenities: All of our employees are eligible for PTO
Community Benefits: It's not just a job – it's a community. That's why our employees also get automatic PFCU Membership and access to local volunteer opportunities.
An Award-Winning Experience: PFCU is a proud winner of a number of awards including Best Place to Work in Philadelphia and Healthy Place to Work.

Philadelphia Federal Credit Union is a full-service financial institution with locations in Philadelphia, Montgomery and Columbia County, PA.