Help Desk Specialist I

• Answer employee phone calls to Help Desk and resolve complaints/issues in a timely manner. If needed, accurately refer the user to other departments and/or published procedures for assistance.
  
• Collect data and perform initial diagnosis of reported issues. When possible, resolve end user’s problems using applications, hardware, software and the HVCU network.
  
• Log incoming trouble tickets into the Help Desk ticketing system. Prioritize and categorize open trouble tickets and, when necessary, escalate the outstanding problem to Applications/Programming support, Systems/Network/Desktop support, or IT management.
  
• Monitor and update progress of open trouble tickets.
  
• Maintain HELP email to further assist users with direct issues. Maintain open line of conversation with departments to ensure all tickets, requests, and emails are being handled in a timely fashion.
  
• Monitor HVCU ATM performance. Manage employee maintenance/access, including initial equipment setup.. Maintain and audit user access across HVCU systems handled by Help Desk.
  
• Perform required nightly processes prior to departure.
  
• Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.
  
• Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.
  
• Responsible for regular and predictable attendance including punctuality.
  

• Associate’s Degree or at least 2 years equivalent experience for each undergraduate year not completed undergraduate degree cannot substitute for minimum number of years of experience required
• Minimum 1 Year Experience and training in computer technology experience required
• Minimum 1 Year Experience in providing internal and/or external customer support and service experience required

Why choose HVCU?

HVCU cares for our employees, members, and community. We actively seek to create an inclusive workforce by hiring people with diverse perspectives and experiences. We celebrate and embrace what makes each of us different and foster an environment where everyone feels that they belong. In commitment to our diversity, equity, and inclusion mission, we encourage members of historically underrepresented communities to apply, including those who identify as women, minorities, veterans, disabled and LGBTQ+.

Employee Perks:

• HVCU University &amp Academy Professional Development Training
• Student Loan Repayment &amp Tuition Reimbursement Programs
• Medical, Dental, and Vision coverage (coverage starting as low as $20 per month)
• 401(k) with employer match and non-elective employer contribution
• Paid time off (PTO), holidays, and community volunteer time
• Life, Short-Term, and Long-Term Disability Insurance
• Discounted Loan Rates &amp Fees

Hudson Valley Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, the status of being transgender, national origin, disability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law.