Service Desk Agent 2

It’s an exciting time to be at Hanscom Federal Credit Union!

As a member of our Branch Network, you will join a dynamic team of dedicated individuals committed to delivering exceptional service to our members.

Who we are – Hanscom Federal Credit Union

• Members-first – our members are our top priority. We make business decisions with our members at the top of mind.
• Integrity – we’re honest and committed to doing what’s best for our members and our company. What is right isn’t the same as what is easy.
• Teamwork – we are in this together and we all benefit from our success.
• Innovation – we identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes.
• Empathy – we understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.

Location: Littleton

This position follows a hybrid schedule of three days in-office and two days remote per week.

What we offer

$27.77/hr to $34.72/hr

Compensation for this position will be determined based on the candidate's experience, skills, and qualifications. Final pay may vary depending on factors such as prior experience, expertise, and specific requirements of the role. We are committed to offering competitive compensation and will discuss the final pay rate with candidates should an offer be made.

• A full-time, permanent position that will reward you through either an incentive or bonus program.
• Medical, Dental, Vision, FSA, 401(k), Student Loan Paydown, and paid Sick and Vacation time benefits.
• We are committed to fostering career growth and development – when you join our organization it’s not just a job.
• We look to develop your skills aligned to our business needs and help you progress in your career.

Who you are – Service Desk Agent 2

You are a dynamic, detail oriented, intuitive person with the ability to develop relationships, build rapport and become a trusted team member. You are able to provide everyone you assist or support with a high level of service, have strong organization and multi-tasking skills, and are searching for a rewarding career where you are valued and respected.

What you'll do

• Provides first-line and escalated technical support to employees for incidents and service requests requiring elevated permissions or technical expertise. Performs complex application support focused on containment and internal resolution and systematically troubleshoots hardware, software, applications, mobile devices, basic networking, and other technology issues by identifying symptoms, researching causes, and resolving or escalating issues as appropriate.
• Independently manages incidents and service requests using IT Service Management tools, including capture, triage, prioritization, tracking, status updates, troubleshooting, documentation, resolution, and escalation in accordance with established Service Level Agreements, Service Level Targets, procedures, and policies.
• Performs user account administration and maintenance for new hires, transfers, and terminated employees, and leads the biweekly new-hire initial logon process.
• Researches and resolves complex incidents using the Knowledge Management System and documented standard operating procedures, and collaborates with the Escalation Engineer when advanced technical support is required.
• Creates and curates Service Desk knowledge articles and recommends improvements and enhancements to the knowledge base and known-issues tracking database.
• Serves as an experienced resource to the Service Desk team by leading by example, modeling and reinforcing documented team procedures and policies, providing constructive feedback, and helping team members learn and grow while promoting individual and team accountability.
• Provides backup support for other Information Technology functions by performing well-documented, routine tasks as needed and adheres to company requirements for documentation, incident tracking, service requests, change control, and release management. Complies with applicable laws, regulations, and company policies, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Assets Control requirements.
• Performs Service Desk Agent 1 responsibilities as needed and assumes additional responsibilities as assigned.

Experience

Minimum of three years of help desk experience or other demonstrated technical competence supporting PC hardware, peripherals, applications, and basic networking in a corporate environment.

Education/Certifications/Licenses

A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Interpersonal Skills

• Strong analytical and systematic troubleshooting skills, with the ability to independently research issues, identify causes, and develop appropriate solutions.
• Strong customer service and communication skills, including the judgment, discretion, and diplomacy needed to handle sensitive or confidential matters.
• Ability to organize and prioritize multiple incidents and service requests with competing priorities.
• Experience supporting Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and core Office applications.
• Experience supporting iOS and Android mobile devices and troubleshooting TCP/IP networking and network-connected devices, including printers and scanners.
• Commitment to working in a purpose-driven organization and promoting individual and team accountability.

Physical Requirements

Performs primarily sedentary work with limited physical exertion and occasional lifting of up to 20 pounds. Must be able to work on a computer for an average of six to eight hours per day, climb or descend stairs in an emergency, and maintain regular, reliable, and timely attendance. May be required to work extended hours, participate in a weekend coverage rotation, and travel occasionally to remote branch and office locations. Must be able to travel by automobile, commercial airline, rental vehicle, or public transportation and lodge in public facilities when required.

Working Conditions

Work is routinely performed indoors in a climate-controlled office environment with minimal noise.

Equipment Used:

Must be able to operate routine office equipment, including a computer, telephone, copier, facsimile, and calculator.