Help Desk Administrator

About the job:

The HelpDesk Admin role serves on the IT Help Desk as the primary contact center for MCU staff who need IT assistance.   This role requires empathetic and resourceful people who are focused on resolving customer issues efficiently and respectfully.

What you’ll be responsible for:

• Manage Help Desk tickets in a timely manner using customer service call center skills
• Respond to customer issues via phone, email and computer chat
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• IT Troubleshooting
• Prioritization of customer needs
• Report generation
• Flexible schedule
• Answering calls, asking probative questions, connecting dots, deducing solutions
• Intuitive understanding of contemporary IT systems
• Triage skills, diagnostic skills, questioning skills
• Excel, PowerBI, organization of information
• Time management, planning ahead

What you’ll bring:

• Manage Help Desk tickets in a timely manner using customer service call center skills
• Respond to customer issues via phone, email and computer chat
• Document customer interactions
• Run diagnostics to resolve customer reported issues
• Escalate issues to the next Tier with next level of difficulty
• Install, make changes and repair computer hardware and software
• Follow-up with customers to ensure issues are resolved
• IT Troubleshooting
• Prioritization of customer needs
• Report generation
• Flexible schedule
• Minimum three years of teller experience. 
• Minimum one year of senior teller experience.
• Extensive knowledge of teller procedures and branch operations.
• Ability to work well under pressure and with minimal supervision.
• Proficiency in Microsoft Office Suite.
• Available to work flexible hours.

Why you'll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

What we can offer you:

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization. 

Municipal Credit Union (MCU) is an Equal Opportunity Employer. 

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.