Service Desk Agent 2
: Job Details :

It's an exciting time to be at Hanscom Federal Credit Union! As a member of our IT Service Desk Team, you will join a dynamic team of dedicated individuals committed to delivering exceptional service to our members. Who we are - Hanscom Federal Credit Union

• Members-first - our members are our top priority. We make business decisions with our members at the top of mind.
• Integrity - we're honest and committed to doing what's best for our members and our company. What is right isn't the same as what is easy.
• Teamwork - we are in this together and we all benefit from our success.
• Innovation - we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
• Empathy - we understand that communication starts by listening, understanding diverse perspectives, and caring about others' sustained success.

What we offer

• A full-time, permanent position that will reward you through either an incentive or bonus program.
• Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
• A flexible hybrid work schedule environment.
• We are committed to fostering career growth and development - when you join our organization it's not just a job.
• We look to develop your skills aligned to our business needs and help you progress in your career.

Who you are - Service Desk Agent 2 You are a dynamic, detail oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member.You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected. What you'll do

• Serves as the secondary point of contact for staff experiencing issues with any and all technology resources at the credit union.
• Works independently and under the direction of the Service Desk Manager to responds to incidents and service requests according to organizational Service Level Agreements and Service Level Targets.
• Uses IT Service Management tools to capture, triage, track, status, document, and escalate all incidents and service requests. Executes well-documented, routine tasks as a backup resource for other departments within the Information Technology department when necessary.
• Collaborates with the Escalation Engineer on complex incidents and service requests.
• Leads the new hire initial logon process biweekly.
• Performs new user, terminated user, and transfer user account management and maintenance as requested.
• Performs complex application support with a focus on containment and internal resolution.
• Troubleshoots in a high-level systematic way, identifies symptoms, and researches cause.
• Performs all responsibilities of Service Desk Agent 1 as-needed.
• Leads by example, following all documented team procedures and policies, and enforces team procedures and policies when not followed by other team members, and provides positive feedback, loops to other team members to help them learn and grow.
• Researches incidents in the company's Knowledge Management System, performs troubleshooting and conducts remediation according to documented standard operating procedures. Recommends improvements and enhancements to our knowledge base and known issues tracking database.
• Creates and curates Knowledge Management System articles for Service Desk team.
• Complies with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.
• Maintains and promotes a culture of individual and team accountability.
• Enforces and adheres to company policy with respect to documentation, incident tracking, service requests, change control and release management for all information technology systems.
• Executes well-documented, routine tasks as a backup resource for other departments within the Information Technology department when necessary.
• Recommends improvements and enhancements to our knowledge base and known issues tracking database.
• Assumes such additional responsibilities as needed, requested or required from time to time.

Knowledge/Skills/Experience Required:

• Strong desire to work in a purpose driven organization
• At least 3 years of Help Desk or other demonstrated technical competence with PC hardware, peripherals and basic networking troubleshooting in a corporate environment.
• A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
• Proficiency to track and status several items with varying priorities at one time.
• Tech services or campus helpdesk experience.
• Demonstrates the ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.
• Exhibits excellent customer service skills.
• Capable of accurately and effectively troubleshooting and solving technical problems.
• Outstanding communication skills (i.e. phone etiquette, listening skills, and follow-up skills)
• Experience with advanced Microsoft Outlook functionality and associated protocols for connecting to Microsoft Exchange
• Mobile device support experience (i.e IOS, Android).
• Ability to troubleshoot TCP/IP networking issues, including network devices such as printers and scanners.
• Experience with networking hardware and software, such as firewalls, routers, switches, VoIP, and VPN.

Physical Demands/Conditions Required:

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours whenever required or requested by management.
• Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
• Must be capable of regular, reliable and timely attendance.
• Occasional travel to remote branch and office locations.
• Participation in weekend coverage rotation schedule.
• Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Equipment Used:

• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)