Job Description

Jobs in Service Delivery exist to support the internal customer community by providing first line technical assistance. This includes responding promptly and effectively to customer requests and problems and either directly resolving those problems or escalating to the appropriate resource and monitoring its effective resolution. Entry level helpdesk professional providing direct customer support. Resolves general issues and escalates more difficult problems to Level 2 staff. The Information Technology department exists to provide exceptional service to our employees and ultimately to our members through high quality/high value and secure technology solutions. We are a trusted partner with each of our business units. We will provide our business units with innovative, cost-effective solutions that are accurate, consistent, and timely. We will work together to achieve department objectives. We will be professional in our interactions with our customers (Ent employees) and our members. Finally, we will be concise, courteous, and accurate in our communications. The Service Delivery team is a subset of the Information Technology department that supports the internal customer community by providing first tier technical assistance. This includes responding promptly and effectively to customer requests and problems and either directly resolving the problems or escalating to the appropriate resource and monitoring its effective resolution.

Essential Functions

• First point of contact for customers to request assistance.
• Receives and processes work requests that can be addressed by following standard procedures, such as resetting passwords.
• Resolves problems in a timely fashion, following established procedures.
• Able to conduct triage of incidents / service requests and escalates as appropriate.
• Documents problem and resolution.
• Operates effectively as a part of a larger team and in managing own work.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• High School Diploma/G.E.D. or equivalent
• 1+ years' combined IT experience preferred
• 1+ years' financial institution experience preferred

Technical or Specialized Knowledge/Skills:

• Possesses working knowledge of standard desktop hardware and software.
• Strong communication skills (written, verbal, and listening) with specific ability to translate detailed technical details to a non-technical audience.
• Has a general understanding of the Ent organization, with the ability to prioritize the criticality of a user area or application requiring support.
• Excellent analytical skills.
• Courteous and tactful at all times with customers and IT colleagues.
• Demonstrates a strong orientation towards customer service.
• Proficient with the Microsoft Office Suite of products (Word/Excel/Outlook).
• (preferred) Knowledge of IT systems/data security as it relates to financial institutions or other industries that must comply with federal regulations.

Certifications Required:

• A+, Network+, Security+, MCSA, MCSE, CCENT, CCNA or similar certification preferred

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

The pay range for this position is: $22 to $24 per Hour (I10)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for our corporate bonus program based on company performance.

Benefits Summary Sheet

At Ent Credit Union, we offer a comprehensive benefits package, including:

• Health Benefits: Affordable insurance, 24/7 doctor access, and a nationwide provider network.
• 401(k): 3% automatic contribution after three months, plus up to 6% matching.
• Paid Time Off: During your first year, enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there.
• Volunteer Time Off: Paid time off to give back to the community.
• Education Support: Up to $10,000 annually for higher education and assistance for certifications.
• Exclusive Discounts: Significant savings on home, car, and personal loans.

For more information about our outstanding benefits please visit our careers page at www.ent.com/careers.

We anticipate this position to close on xx/xx/xxxx. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)