Overview
Join to apply for the IT Service Desk Representative I role at Founders Federal Credit Union. This on-site position is located in Lancaster, SC. Remote work is not available.
Are you an entry level IT professional looking to start a career? This position may be the right fit for you. We are seeking an individual who is comfortable in a call center environment, providing technical support for Founders' employees. This role requires flexibility, dependability, punctuality, and professional communication with all levels of the organization.
Responsibilities And Duties
* Provide frontline technical support to end users via phone and tickets; assist with a variety of technical issues in collaboration with the Service Desk team and System Owners.
* Respond to telephone calls, emails, and personal requests for technical support in a fast, friendly manner; explain technical situations to non-technical individuals.
* Create a positive end user support experience and build strong relationships with end users; maintain a professional attitude and appearance.
* Complete outstanding ServiceNow requests within guidelines for employees.
* Provide initial assessment, triage, research, and resolution of incidents and requests regarding end user software products and infrastructure components; ensure documentation and timely communication of resolution or escalation.
* Provide support for computer and telecom incidents, desktop hardware/software, and third-party systems; escalate complex or unresolved tickets as directed.
* Provide After-Hours support in a rotating schedule.
* Assist in building and maintaining the knowledge base through article creation and support policies.
* Ensure compliance with applicable statutes and regulations including, but not limited to, BSA.
* Protect company data; follow information security policies; violations may result in disciplinary action up to termination.
* Adhere to least privilege principles to minimize unauthorized access to critical systems or data.
* Follow asset management lifecycle processes to maintain accurate configuration management inventory.
* Maintain knowledge of Incident Response roles as defined in the Incident Response Plan.
* Comply with Founders’ policies and procedures and applicable laws/regulations issued by federal agencies (e.g., NCUA, FFIEC) including GLB and BSA.
* All other duties as assigned.
Job Specifications
The individual must be able to work independently and in a team environment, eager to learn software and hardware used in the financial services and IT industry. Must be able to analyze, prioritize, troubleshoot, and resolve issues from multiple sources. This role requires frequent direction as basic technical background develops; candidates should ask relevant questions and identify root causes. Interact professionally with all levels of the business. On-call rotation includes nights and weekends on a rotating basis. Occasional lifting of equipment up to 50 pounds may be required.
Skills, Education, & Experience
* Information Technology technical experience and/or training; or an equivalent combination of education (Associates in a technology-related degree) and experience is required.
* Basic computer and keyboarding skills.
* Understanding of technology basics (laptops, desktops, printers, Windows, networks).
* Demonstrated empathy and understanding for end users (friendly, courteous, helpful).
* 1+ year of experience in customer service, financial industry, or call center preferred.
* Commitment to quality with strong attention to detail and accuracy.
* Dependability and professionalism.
Candidate must be available Monday–Thursday 8am–5pm, Friday 8am–6pm; however, on-call rotation includes nights and weekends.
Benefits
* Paid Holidays
* Paid Time Off
* Family-oriented culture that values work/life balance
* Retirement Plan (401k with employer contributions + Pension Plan fully funded by FFCU)
* Comprehensive Health and Dental Insurance
* Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
* Voluntary Supplemental Life Insurance coverage for employee, spouse, and children
* Health Care and Dependent Care Flexible spending accounts
* Long Term Care Plan
* Short-Term and Long-Term Disability Insurance
* Tuition reimbursement
* Certifications assistance
* Fit Founders Wellness Program
A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.
EOE
Seniority level: Entry level
Employment type: Full-time
Job function: Information Technology
Industries: Banking
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