Service Desk Specialist
RE/MAX Commercial Partners, Washington, District of Columbia, United States
Overview
America’s Credit Unions
is a leading company in the Financial Services Trade Association sector, known for our advocacy on behalf of all Credit Unions. We fuel our employee’s professional growth at every level, stand committed to the financial well‑being of every member and champion the credit union story at every turn. We are seeking a highly organized and experienced
Service Desk Specialist
to serve as the first point of contact for staff seeking technical assistance and support. This role is responsible for delivering timely, high‑quality support for day‑to‑day technology needs while ensuring issues are properly documented, prioritized, and resolved through the Service Desk. The ideal candidate will support a wide range of technologies and services, including workstations, software, user accounts, and collaboration tools. This position works closely with Systems Administrators, Security, and other IT teams to escalate issues appropriately, identify recurring problems, and improve the overall employee technology experience.
Responsibilities
Provide computer support to users in the Madison and Washington DC offices, and also provide support for remote users. This includes responding to Jira tickets, answering calls, e-mails, troubleshooting internet and VPN issues, and mobile phone issues.
Log all support requests in the Jira ticketing system and make sure that all support requests are responded to, and resolved, in a timely manner.
Conducts research to understand root cause of technology issues and document the resolution of the issues.
Communicates updates to users that have been affected by a problem. Follows up with users after problems have been resolved to ensure user is fully operational.
Support, maintain, and troubleshoot issues on office equipment, such as printers, copy machines, and other devices.
Set up, maintain, troubleshoot, and support Video and Telecommunication systems (Teams, Zoom, Conference Room AV equipment).
System Administration
Set up and configure new user accounts, manage e‑mail distribution groups, as well as create and assign permissions to appropriate applications.
Set up new computers and laptops for employees and contractors. This includes imaging computers, installing software, etc.
Assist with the management of the computer imaging deployment servers
General
Manage and safeguard sensitive company and employee information with a high level of discretion and adherence to confidentiality protocols.
Provide basic training and user education on how to use software and hardware.
Create and/or maintain existing end-user support documents.
Work with vendors to ensure routine maintenance and repairs are done on IT equipment (servers, battery backups, printers, etc.).
Requirements
Technical/IS/Associate’s Degree (completed or in‑progress) or equivalent training in Information Systems, Computer Science or related field is required. A Bachelor’s Degree in Information Systems, Computer Science or related field is preferred.
2+ years of hands-on technical support experience working in a help desk/service desk environment.
Strong knowledge and experience with workstation support in a Microsoft Windows environment. Mac support experience is a plus.
Knowledge of Microsoft Office suite, including MS Teams.
Strong troubleshooting skills.
Excellent people skills – ability to both listen and communicate effectively.
Strong organizational skills and detail oriented.
Experience with repair of hardware/workstations and basic network support.
Experience with Jira ticketing system.
If you are highly motivated and are interested in this opportunity, we encourage you to apply today!
America’s Credit Unions is a national trade association that gives a unified voice to credit unions across the country. In partnership with Leagues and system partners, we advocate for policies that help credit unions succeed. Together, we empower credit unions to better serve their members, helping people reach their financial goals and strengthening the communities they call home.
Together we will move with purpose, passion, and strength.
We take our responsibility to shape the financial fabric of our country seriously because the impact of credit unions can be felt at every kitchen table across America.
America’s Credit Unions will be relentless in our mission to advocate for and advance an environment where credit unions thrive. We will ensure that people everywhere have an opportunity to trust and partner with credit unions so they can afford and achieve their best financial lives.
#J-18808-Ljbffr
America’s Credit Unions
is a leading company in the Financial Services Trade Association sector, known for our advocacy on behalf of all Credit Unions. We fuel our employee’s professional growth at every level, stand committed to the financial well‑being of every member and champion the credit union story at every turn. We are seeking a highly organized and experienced
Service Desk Specialist
to serve as the first point of contact for staff seeking technical assistance and support. This role is responsible for delivering timely, high‑quality support for day‑to‑day technology needs while ensuring issues are properly documented, prioritized, and resolved through the Service Desk. The ideal candidate will support a wide range of technologies and services, including workstations, software, user accounts, and collaboration tools. This position works closely with Systems Administrators, Security, and other IT teams to escalate issues appropriately, identify recurring problems, and improve the overall employee technology experience.
Responsibilities
Provide computer support to users in the Madison and Washington DC offices, and also provide support for remote users. This includes responding to Jira tickets, answering calls, e-mails, troubleshooting internet and VPN issues, and mobile phone issues.
Log all support requests in the Jira ticketing system and make sure that all support requests are responded to, and resolved, in a timely manner.
Conducts research to understand root cause of technology issues and document the resolution of the issues.
Communicates updates to users that have been affected by a problem. Follows up with users after problems have been resolved to ensure user is fully operational.
Support, maintain, and troubleshoot issues on office equipment, such as printers, copy machines, and other devices.
Set up, maintain, troubleshoot, and support Video and Telecommunication systems (Teams, Zoom, Conference Room AV equipment).
System Administration
Set up and configure new user accounts, manage e‑mail distribution groups, as well as create and assign permissions to appropriate applications.
Set up new computers and laptops for employees and contractors. This includes imaging computers, installing software, etc.
Assist with the management of the computer imaging deployment servers
General
Manage and safeguard sensitive company and employee information with a high level of discretion and adherence to confidentiality protocols.
Provide basic training and user education on how to use software and hardware.
Create and/or maintain existing end-user support documents.
Work with vendors to ensure routine maintenance and repairs are done on IT equipment (servers, battery backups, printers, etc.).
Requirements
Technical/IS/Associate’s Degree (completed or in‑progress) or equivalent training in Information Systems, Computer Science or related field is required. A Bachelor’s Degree in Information Systems, Computer Science or related field is preferred.
2+ years of hands-on technical support experience working in a help desk/service desk environment.
Strong knowledge and experience with workstation support in a Microsoft Windows environment. Mac support experience is a plus.
Knowledge of Microsoft Office suite, including MS Teams.
Strong troubleshooting skills.
Excellent people skills – ability to both listen and communicate effectively.
Strong organizational skills and detail oriented.
Experience with repair of hardware/workstations and basic network support.
Experience with Jira ticketing system.
If you are highly motivated and are interested in this opportunity, we encourage you to apply today!
America’s Credit Unions is a national trade association that gives a unified voice to credit unions across the country. In partnership with Leagues and system partners, we advocate for policies that help credit unions succeed. Together, we empower credit unions to better serve their members, helping people reach their financial goals and strengthening the communities they call home.
Together we will move with purpose, passion, and strength.
We take our responsibility to shape the financial fabric of our country seriously because the impact of credit unions can be felt at every kitchen table across America.
America’s Credit Unions will be relentless in our mission to advocate for and advance an environment where credit unions thrive. We will ensure that people everywhere have an opportunity to trust and partner with credit unions so they can afford and achieve their best financial lives.
#J-18808-Ljbffr