Help Desk Administrator at Municipal Credit Union

New York, New York, United States -

Full Time

Start Date

Immediate

Expiry Date

05 May, 26

Salary

0.0

Posted On

04 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Help Desk Ticket Management, Customer Service Call Center Skills, Responding to Issues, Documentation, Diagnostics, Issue Escalation, Hardware Installation, Software Repair, IT Troubleshooting, Prioritization, Report Generation, Time Management, Diagnostic Skills, Questioning Skills, Microsoft Office Suite, Working Under Pressure

Industry

Financial Services

Description

About MCU: At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people. Our Mission: To help hard-working New Yorkers build better tomorrows Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures Overview: The Contact Center Coordinator is responsible for the oversight and assistance in ensuring agents are adhering to the correct procedures and will routinely give direction/coaching to agents on what to do and how to improve. 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. ABOUT THE JOB: The HelpDesk Admin role serves on the IT Help Desk as the primary contact center for MCU staff who need IT assistance. This role requires empathetic and resourceful people who are focused on resolving customer issues efficiently and respectfully. WHAT YOU’LL BE RESPONSIBLE FOR: * 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 * Answering calls, asking probative questions, connecting dots, deducing solutions * Intuitive understanding of contemporary IT systems * Triage skills, diagnostic skills, questioning skills * Excel, PowerBI, organization of information * Time management, planning ahead WHAT YOU’LL BRING: * 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 * Ability to work well under pressure and with minimal supervision. * Proficiency in Microsoft Office Suite. * Available to work flexible hours. Why you'll be a good fit: Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following Results - We are passionate about winning. Agility - We proactively anticipate, respond and pivot to ensure MCU wins. Integrity - We operate with the highest ethical standards and highest degree of honesty. Belonging - We cultivate a culture of inclusion and teamwork. Ownership - We take personal responsibility and hold ourselves accountable for the results. What we can offer you: Competitive compensation, medical and dental benefits. 401K with employer match Flexible paid time off Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location. Incentives and/or benefits packages may vary depending on the position. Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws. We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Responsibilities

The Help Desk Admin serves as the primary contact center for staff needing IT assistance, requiring empathetic and resourceful resolution of customer issues efficiently and respectfully. Responsibilities include managing tickets, responding via multiple channels, running diagnostics, and escalating complex issues to the next tier.