Service Desk Specialist I
CO-OP Financial Services is bringing digital transformation to the credit union movement. We’re creating innovative technology solutions that help not-for-profit credit unions best serve their members and compete with the big banks. As a result, our world-class team is growing faster than ever! If you’re passionate about technology and want to be part of a purpose-driven organization, this is an exciting opportunity to provide real value and help shape the future of human-centered financial services.
We are seeking a talented Service Desk Specialist I to respond to and diagnoses problems through discussions with users. Includes problem recognition, research, isolation, and resolution steps. Able to resolve less complex problems immediately, while more complex problems are assigned to senior level support.
What You Can Look Forward To:
- Identifies, analyzes, and monitors inquiries or requests to ensure complete resolution.
- Maintains accountability for the accomplishment of team and organizational goals.
- Build strong internal and external partnerships.
- Actively supports COOP’s strategic future, culture and leadership practices.
- Proactively pursues department/company training and shows expected progress on learning plan. Keeps informed on new products, product enhancements, system changes, and compliance issues.
- Research issues escalated from tier I within established timeframes.
- Set up new clients and users on basic systems.
- Ensure actions are in compliance with industry rules and regulations and security guidelines.
- Communicates information to clients regarding escalated issues.
- Review outstanding inquiries or requests to ensure quality standards are met.
- Respond to incoming calls and process support tickets and emails according to IT Service Desk guidelines and standards.
- Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.
What You'll Need to Succeed:
- Minimum of 2-5 years’ Service Desk experience.
- 2 year degree in a technology related field or previous working experience.
- Strong working knowledge and understanding of MS Office Products.
- Knowledge of databases.
- Knowledge of Microsoft server and Active Directory technologies.
- Knowledge of VMware environments.
- Excellent customer service skills essential.
- Significant level of client and internal interaction required.
- Must be able to work and plan independently.
- Knowledge of Internet browsers, especially Internet Explorer.
- Outstanding verbal and written communications skills crucial.
Get ready to be part of the exciting, ever-evolving and growing credit union movement! As a CO-OP employee, you’ll have a chance to directly impact the access of financial opportunities to individuals and communities – and you’ll help drive the future of fintech at an energetic organization where contributions are valued, and innovation is championed.
With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation. CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.
CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.