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Ent Credit Union Service Delivery Tech II - SERVI02652 in Colorado Springs, Colorado

Position Description:Jobs in Service Delivery exist to support the internal customer community byproviding first line technical assistance. This includes responding promptlyand effectively to customer requests and problems and either directlyresolving those problems or escalating to the appropriate resource andmonitoring its effective resolution.Experienced helpdesk professional providing direct customer support, able toeffectively manage sensitive and complex customer requests. Possesses broaderknowledge to address problems escalated from more junior staffEssential Job Duties and Responsibilities:First point of contact for customers to request assistance. This will be overvarious methods including but not limited to phones calls, emails, or theticketing portal.Receives and processes work requests that can be addressed by followingprocedures and using technical knowledge. Capable of understating when thingsneed to be escalating.Documents problems and resolutions.Assist on company or department projects.Operates effectively as part of a larger team and in managing own work.Other duties as requiredMinimum formal education required for this position:High School Diploma or equivalentEach year of relevant work experience may be exchanged for a year in arelevant degree program or vice versa. For example, a requirement ofKnowledge Consistent with a Bachelors Degree in Accounting and 2+ years ofaccounting experience could be substituted for a High School Diploma and 6years of relevant accounting work experience or a Masters Degree in Accountingand 0 years of work experience.Minimum work experience:2+ years of experience in a technical helpdesk role.(Preferred) 1+ years of experience with Episys Quest.(Preferred) 1+ years of Financial Institution employment.Technical or specialized knowledge/skills:Possesses solid knowledge of standard hardware and software in the ITinfrastructure.Developing basic knowledge of networking topologies and related devices.Can independently handle all routine and many non-routine inquiries andproblems.Has a broad understanding the Ent organization, with the ability toprioritize the criticality of a user area or application requiring support.Developing good understanding of the different IT functions and key roles inEnt in order to effectively escalate technical issues.Basic understanding of IT systems/data security as it relates to financialinstitutions or other industries that must comply with federal regulations.Strong communication skills (written, verbal, and listening) withspecific ability to translate detailed technical details to a non-technicalaudExcellent analytical skills.Proficiency with Word, Excel, PowerPoint, Microsoft Project, and Visio.Demonstrates a strong orientation towards customer service.Certifications required:None required.(Preferred) A+, Network+, Security+, MCSA, MCSE, CCENT,CCNA or similar certification.Environmental, physical and psychological requirements:Must be able to sit or stand for prolonged periods of time in a climatecontrolled environment. Must be able to use fingers, hands, wrists forrepetitive tasks such as typing, using a mouse, handling paper,currency, or coin, and operating a telephone. Demands for visual andauditory acuity are typical of an office environment. Must be able to interactvia email, telephone, or in person with diplomacy, tact, and courtesywith all members under varying circumstances. Must be able to lift up to 40lbsHourly rate range for Tech II: $21.68-$32.52 (This position iseligible for an annual corporate bonus based upon performance)For information on our benefits pleasevisit:https://www.ent.com/globalassets/pdf-files/legal/benefit-summary-sheet-2021.pdfEqual OpportunityEmployer-minorities/females/veterans/individuals withdisabilities/sexual orientation/gender identity

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