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Help Desk Specialist
3 weeks ago
**About connectFirst Credit Union**
**As a credit union, we're different than a bank - and we like it that way.**
At connectFirst, we spend our days helping our members achieve their financial aspirations through a community-focused approach to banking that’s true to our co-operative principles. You’re our member, not a number. We’re your neighbours and your partner. Over 80 years ago we started from humble beginnings. Through the years, we’ve grown to become one of Alberta’s leading financial institutions through a desire to connect the dots between your dreams, your goals, your community, and your financial wellness and we echo these desires through our new, consolidated connectFirst brand.
We believe that banking is about more than money - it’s a cornerstone of every vibrant community and that our members should expect us to positively impact the financial success and viability of the communities that we call home. We invest meaningfully in the potential and well-being of our employees, and what matters most to our members. We have honest conversations about real things, as real people. Our members are owners, they have a say in how we operate, they earn dividends on common shares and investment shares, and they have access to an extensive array of financial products and services.
- **Our mission**: Make money make a difference.
- **Our vision**: Do what's right for every member.
- **Our values**: Think big, act local, take charge, and make it easy.
**We’re committed to providing remarkable experiences to our members, our communities, and our employees, and we’re proud to be regarded as one of the best**:
- Named among Canada’s Most Admired Corporate Cultures by Waterstone Human Capital
- Recipient of Canada’s Best Managed Companies award for 21 consecutive years
- $12.3 billion book of business (Deposits=45%, Loans=43%, Wealth Management=10%, Syndicated Loans=2%)
- 750 employees
- $585 million in Member's equity
**Key Accountabilities**:
- Provides first and second level Help Desk support for all users; Prioritizes, schedules and takes ownership of IT help desk incidents and requests as a second level escalation point, following them through to completion.
- Escalates issues as required to the appropriate internal IT department (level 3, Security) or external partner.
- Works collaboratively with the IT Operations or Development teams to restore service and/or identify and correct core problems.
- Simulates or recreates user problems to resolve operating difficulties.
- Builds rapport and elicits problem details from cFCU employees.
- Records, tracks, and documents the help desk request problem-solving process and actions taken, through to final resolution.
- Works closely with Manager, Help Desk in completing IT projects and initiatives.
- Supports the IT Asset Advisor with investigating and researching new software or hardware to improve IT processes and support operations.
- Recognizes trends and identifies problem areas in Help Desk incidents and requests (minor or significant) and makes recommendations for reducing user problems to the Manager, Help Desk.
- Communicates system problems to the organization and sends regular updates until resolved.
- Performs post-resolution follow-ups to help requests.
- Develops help sheets and frequently asked questions for end users.
- Supports the implementation of the established annual business plan for the departments.
- Supports the development, implementation and maintenance of department initiatives.
- Provides relief to the Manager, Help Desk, as needed.
- Acts as a resource to other staff within the department, as well as the Executive team.
**Experience and/or Educational Requirements**:
- 4 - 6 years’ experience in Information Technology and/or user support.
- Completed a relevant certificate, diploma, degree or designation program.
- An equivalent combination of education and experience may also be considered.
- Experience with Microsoft software including Azure Active Directory, Share Point, Microsoft Exchange, Intune and Blackberry Enterprise Server.
- Experience with all Apple/Android mobile devices.
- Knowledge of intermediate to advanced computer hardware and software.
- Experience with desktop operating systems.
- Experience managing incidents through a ticket-tracking tool.
**S**kills and Competencies**:
- Strong communication skills, both written and verbal, with an ability to present ideas in user-friendly language to non-technical staff and end users.
- Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to mentor and teach in a productive and encouraging manner.
- Highly self
- motivated and directed.
- Excellent organizational, multi-tasking and attention to detail.
- Excellent analytical an
