Service Desk Technician I

Job Description

JOB INFORMATION

Title:

Service Desk Technician I

Officer Title:

Grade:

18.5

FLSA Classification:

Non-Exempt

Date Last Edited:

4/29/2025

Reports To:

Supervisor Service Desk

Department:

IT Service Delivery

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=1060

PRIMARY FUNCTION

The first point of contact for our users, providing technical support and resolving IT issues. Responsible for troubleshooting hardware and software problems, answering questions, and guiding users through problem-solving processes. Communicate effectively, both verbally and in writing in order to provide excellent customer service.

•

Receive and log incoming support requests via phone or ticketing system.  Monitor and update progress of open tickets.

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Prioritize and categorize incidents based on severity and urgency.

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Troubleshoot and resolve common IT issues, such as password resets, software installations, and network connectivity problems.

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Identify recurring incidents and work with the IT team to implement solutions to prevent future occurrences.

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Provide clear and concise explanations of technical issues to users of varying technical expertise.

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Walk users through troubleshooting steps and provide guidance on best practices.

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Log and Process service requests, such as account provisioning, software installations, and hardware requests.

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Manage employee maintenance/access, including initial equipment setup. Maintain and audit user access across HVCU systems supported by the Help Desk.

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Ensure timely and accurate fulfillment of service requests.

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Support remote employees, contractors and vendors as necessary.

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Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

•

Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

•

Responsible for regular and predictable attendance including punctuality.

Associate’s Degree or at least 2 years equivalent experience for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of experience.

X

Minimum 2 Years

Experience and training in computer technology

X

Minimum 2 Years

Experience in providing internal and/or external customer support and service

X

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Ability to deliver technical customer support over the phone in a call center environment.

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Ability to master new computer technology.

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Ability to read, understand, apply, and relay complex technical information.

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Ability to support end users in a wide range of software applications as needed.

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Ability to multi-task and handle varying deadlines within a fast paced work environment.

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Ability to work well collectively and autonomously.

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Intermediate proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, etc.)

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Advanced organization and prioritization skills.

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Advanced verbal and written skills.

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Knowledge of HVFCU systems and applications.

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Must be familiar with the principles and theories of network systems and management as well as Internet technologies.

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Must demonstrate a positive and helpful attitude when assisting users.

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Intermediate proficiency in Microsoft Teams

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Knowledge of ServiceNow, RBAC, MFA, SSO.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

50

Occasionally

Travel outside of work location to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate.

•

May experience occasional job stress in dealing with difficult situations and/or high volume.

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High energy, high impact atmosphere.

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There are no significant hazardous conditions.

View Competencies

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 1

1. Anticipates and meets the needs of both internal and external customers. Delivers high quality service and is committed to continuous improvement.

2. Consults with management on modifying business processes to enhance service delivery. Monitors own work to ensure quality and apply feedback to improve performance.

3. Integrates core values into the way work is done and how relationships are conducted.

4. Possesses knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.

5. Tailors communications based on others’ needs, motivations and agendas.

Flexibility and Adaptability

Adapts as needed; knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment.

Level 2

1. Accepts new or radical ideas with an open mind; avoids snap reactions.

2. Adjusts to new or changing assignments, processes, and people.

3. Demonstrates ability to successfully manage multiple tasks and priorities.

4. Demonstrates willingness to listen to other opinions.

5. Identifies and considers alternative approaches to situations or problems.

Work Standards

Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.

Level 2

1. Documents how results were obtained to support knowledge transfer and best practices.

2. Helps others drive tasks to completion as appropriate.

3. Holds self and others accountable for delivering on all commitments.

4. Identifies actions necessary to achieve task completion and to obtain results. Meets schedules, deadlines, and performance goals.

5. Recognizes the need for assistance and secures additional resources as needed. Escalates issues and unusual findings that could have an adverse impact on the business.

6. Understands and appropriately applies principles, procedures, requirements, regulations, and policies related to role.

CUSTOMER SUPPORT FUNCTION

Knowledge of the major responsibilities, accountabilities, and organization of the customer support function or department.

Level 1

1. Discusses the role and contribution of the customer support function.

2. Describes major tasks and responsibilities of a customer support function.

3. Locates the basic tools used by customer support professionals.

4. States the role of technology in customer support.

Technical Troubleshooting

Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

Level 2

1. Handles calls related to product features, applications, and compatibility standards.

2. Analyzes code, logs, and current systems as part of advanced troubleshooting.

3. Works with vendor-specific diagnostic guides, tools and utilities.

4. Discovers, analyzes, and resolves hardware, software or application problems.

5. Records and reports specific technical problems, solving processes and tools that have been used.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Federal Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Federal Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.