Service Desk Support Specialist - Team Lead

| Greater Denver Area
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When joining Elevations, you can expect to work for a company that:

  • Provides amazing experiences and creates raving fans.
  • Strives to provide solutions for a better life and promises employees it will be the best place they have ever worked.
  • Wins awards such as “Best Bank”, “Best Companies to Work for in Colorado” and even the “Malcolm Baldrige National Quality Award”, the only Presidential award for quality.
  • Has a highly-engaged workforce and emphasizes career growth, empowerment and servant leadership.

 

What’s in it for you:

  • Competitive pay, incentive programs, 401k matching, mortgage and auto discounts
  • 4 weeks min. paid time off, work anniversary paid time off, 11 paid holidays, and 16hrs paid volunteer time off
  • Medical, dental, and vision health plans with FSA or HSA options
  • Onsite fitness center, yoga classes, wellness committee events (hiking, softball, soccer,.. to name a few!), health fairs with biometrics screening and flu shots
  • Onsite cafe
  • Employee Assistance Program with a variety of services
  • Career development, trainings, career coaching, job shadowing, mentoring program, tuition reimbursement up to $5,000/year, and a recognition system
  • Culture of excellence and continuous improvement
  • We strive to be the best place you’ve ever worked! 

 

Position Summary/Objective:

The Service Desk Support Specialist III leads the Service Desk team in providing Wow! technical support for end users and teammates on a variety of issues.  They demonstrate strong technical and troubleshooting skills in conjunction with expertise in customer service.  This individual coaches and mentors other Service Desk Specialists as well as responds to requests for assistance in person, via phone, or electronically.  They lead the team in following and improving processes, logging all interactions, and providing just-in-time training when needed.  They will adhere to all Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.

 

Essential Functions include:

  • Mentor and coach Service Desk team in providing outstanding service
  • Provide guidance and resources to assist team members in resolving routine and complex issues
  • Lead team in enforcing IT Support service level agreements
  • Drive team accuracy in inputting, managing and processing support requests in the Service Desk application
  • Manage the processing of incoming calls to the IT Service Desk via both telephone and ITSM to ensure courteous, timely, and effective resolution of end user issues.
  • Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
  • Lead the Service Desk in completing projects
  • Recommend continuous improvement opportunities
  • Analyze Service Desk activity reports and provides feedback to team members and management
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Provide first line support for problems with computer hardware, software, and network issues via phone, e-mail or in person, and route them to the appropriate personnel in a timely manner
  • Provide superior customer service while managing relationships with end users, business area leaders, partners, and vendors throughout the Credit Union environment.
  • Report on the overall metrics of the IT Service Desk so that recurring problems can be identified and permanently resolved.
  • Escalate unresolved issues, including all relevant details, to appropriate individuals
  • Maintain a positive, helpful attitude with end users
  • Provide escalation to support personnel when components of the IT Infrastructure are inoperable.
     
    Expectations:
  • Demonstrated leadership capabilities
  • Excellent written and oral communication skills
  • Strong technical and troubleshooting skills
  • Assertive, decisive, and able to initiate action
  • Planning & organizing skills
  • Ability to work in a rapidly changing environment and balance multiple demands on time
  • Adheres to project management disciplines in conjunction with department delivery

 

 

Required Education and Experience:

•           At least three years of experience working in a technical support role.

•           Working knowledge of help desk software, hardware, phone, and mobile devicesn - Active Directory, VolP technology, and business relevant hardware and software.

•           Strong client-facing and communication skills.

•           Advanced troubleshooting and multi-tasking skills.

•           Must have an excellent focus on detail, time management, and organization.

•           Views customer service as top priority.

•           BS degree in Information Technology, Computer Science or equivalent preferred but not required.

 

Preferred Education and Experience:

Financial institution experience is preferred

 

Work Environment:

This job operates in an office setting and routinely uses standard office equipment

 

Physical Requirements:

Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10 lbs. of force occasionally and up to 25 lbs. of force infrequently to lift, carry, push, pull, or move objects.

 

Position Type/Expected Hours of Work:

40 hour work week including a 4 hour Saturday shift every 3 weeks

 

Classification:

Non-exempt

 

Location:

Broomfield, CO

 

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

 

About Us: Elevations Credit Union is a member-owned not-for-profit financial institution serving Colorado’s Front Range. Founded in 1953, we’ve grown from 12 members and less than $100 in assets to an institution with 13 branches and more than 120,000 members that manages over $2 billion in assets and is the No. 1 credit union mortgage lender in Colorado. At Elevations, we’ve made a commitment to move away from a product-centered business model and focus instead on creating consumer solutions. Our objective is to provide our members, as well as the entire community, with unbiased consumer information.

 

EEO Statement: Elevations Credit Union is an equal opportunity employer.  We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.  All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

 

Candidates for certain positions may be required to submit to a credit history report in determining qualification for employment with Elevations Credit Union.  If the position you are applying for requires a credit history report, any information received in such a report will not be the sole factor in making an employment decision.  A history of personal financial irresponsibility may be reason for disqualification insofar as it relates to your potential job duties. Elevations Credit Union is aware that occasionally there are extenuating circumstances that may affect an individual's credit history. We comply with the Fair Credit Reporting Act and the Colorado Employment Opportunity Act.

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Location

1 Environmental Way, Broomfield, CO 80021

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