Service Desk Specialist

JOB REQUIREMENTS: Connexus Credit Union - Who We Are: Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates on our loans. We are a remote first employer with the majority of our employees residing in the upper Midwest. As an employer we foster collaboration and high performance to achieve excellence. We holistically care for and develop our employees to thrive personally and professionally. We are proud to share our success with our employees and those we serve. Connexus offers an Amazing Benefits package: 20 days of paid time off and 10 paid holidays 16 hours of paid Volunteer Time Off 401K Retirement with up to 6% employer match Excellent Health, Dental, Vision insurance, including multiple plan options Health Savings Account with generous employer contributions Employer paid Life insurance, Short-Term and Long-Term Disability Tuition Reimbursement from $4,000 - $7,000 per calendar year Robust Learning and Development program that includes an annual professional development stipend About the Role: The Service Desk Specialist is the first point of contact for end-user technical support, resolving hardware, software, network, and system issues efficiently. The role troubleshoots technology issues, manages incidents and service requests, supports remote and on-site users, and escalates complex issues when necessary. The specialist also maintains troubleshooting guides and knowledge base content and collaborates with other BT teams to secure technology, implement solutions, meet service-level commitments, and improve service delivery. This role requires excellent customer service, strong follow-through, sound judgment, and a commitment to continuous improvement. Responsibilities: End User Support: Acts as the first point of contact for user phone calls and self-service submitted support tickets to the Service Desk. Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency. Acts as a liaison between customers and technical escalation teams, communicating technical information in layman's terms. Resolves incidents with known solutions, according to support standards and defined procedures. Regularly reviews tickets logged in the ISM platform and assigns them to the... For full info follow application link. Connexus Credit Union is an equal opportunity employer committed to diversity and inclusion, and fair treatment, free of discrimination and retaliation. We will not discriminate against any employee or applicant for employment based on race, color, age, religion, sex, pregnancy, national origin, genetic information, sexual orientation, gender identity, veteran status, the presence of mental, physical, or sensory disability, or any other status protected under federal, state or local laws. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/943793EEF8744F5B