Help Desk Analyst I

Job Requirements: o Must have basic understanding of Microsoft Office Suite products; o Serve as first line support for all initial calls from end users; o Utilize Help Desk call tracking system to log, track and close tickets from end users; o Must be responsible to maintain proper process documentation; o Ability to perform diagnostics and research that may require application installations or removal; o Provide management reports, graphs and other documentation related to Help Desk processes; o Ability to communicate effectively, both verbally and in writing; and to establish/maintain effective working relationships with co-workers, Randolph Brooks Federal Credit Union employees and the general public; o Proven ability to plan, coordinate and prioritize work with excellent organizational skills, able to work independently and manage multiple tasks; o Perform system account maintenance for new employees, transfers, name changes, authority changes and terminations as they apply to core, networking, Federal Reserve and other Financial services; o Strong interpersonal, organizational and communications skills; o Must have strong customer service skills; o Ability to work independently or in a team environment; o Saturday rotation availability; o Ability to adapt to changing organizational and operational needs; o Must secure and maintain a favorable background investigation; o Must be willing and able to work evenings, weekends and holidays, and be available on-call as needed. Multiple shift coverage 6:30am to 8:00pm.; o Strong team player; o Physical requirements include occasional lifting/carrying of 35 - 40 lbs; visual acuity, speech and hearing; hand and eye coordination and manual dexterity necessary to operate computer keyboard Education and Experience: Graduation from an accredited college or university with an Associate's Degree in Computer Science, Information Systems or a closely related field, and one year customer support experience; OR successful completion of a relevant program from an accredited technical school and one year customer support experience; or an equivalent combination of education and experience. KNOWLEDGE, SKILLS AND ABILITIES: Utilized in the performance of the Essential Functions of the job. Good knowledge of word processing, spreadsheet, and database software packages; general knowledge of mainframe applications and computer hardware; proficiency with Windows 7 Operating Systems and in troubleshooting hardware and software problems; ability to provide technical support and problem solving assistance to users to facilitate the use of computer peripherals. Ability to interpret and define user problems and needs; provides technical direction and support to users over the telephone, especially as required to resolve basic problems which arise and refers more difficult or technically-demanding user problems to more experienced personnel.

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