Help Desk Administrator
Municipal Credit Union
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $21 - $34 per hour
About the role
- The HelpDesk Admin role serves on the IT Help Desk as the primary contact center for MCU staff who need IT assistance.
- Act as a hands-on leader and step in and offer advice or support when needed to the frontline agents.
- Provide support to the Contact Assistant Manager by informing of any training needs or trends that are noticed when assisting the agents.
- Assist in the updating of knowledge materials to ensure accurate information is given to all members, both internally and externally.
- Empathetic and resourceful individuals focused on resolving customer issues efficiently and respectfully.
Requirements
- Manage Help Desk tickets in a timely manner using customer service call center skills
- Respond to customer issues via phone, email and computer chat
- Document customer interactions
- Run diagnostics to resolve customer reported issues
- Escalate issues to the next Tier with next level of difficulty
- Install, make changes and repair computer hardware and software
- Follow-up with customers to ensure issues are resolved
- IT Troubleshooting
- Prioritization of customer needs
- Report generation
- Flexible schedule
Benefits
- Competitive compensation
- Medical and dental benefits
- 401K with employer match
- Flexible paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Help Desk managementIT troubleshootingcustomer servicediagnosticscomputer hardware installationcomputer software repairticket managementreport generationissue escalationcustomer interaction documentation
Soft Skills
leadershipempathyresourcefulnessproblem-solvingcommunicationprioritizationflexibilitysupporttraining needs assessmentcustomer follow-up