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BCU Service Desk Technician (Level 2)

Company: BCU
Location: Vernon Hills
Posted on: June 18, 2022

Job Description:

As an employer, BCU models the dynamic assets of a top workplace, including confidence in company leadership, competitive compensation and benefits, employee development, workplace flexibility, and a passionate employee culture supporting a unified vision.At BCU, you'll have a career in a growing organization and an environment that supports your professional and personal growth. For these reasons, BCU has been chosen as a Chicago Tribune Top 100 Workplace and a certified Great Place to Work.Visit the link below to learn more about #LifeAtBCU:https://players.brightcove.net/3101254895001/default_default/index.html?videoId=6013229634001Summary:Responsible for the resolution of second level support requests on all BCU technology platforms in addition to system & user administration. This role requires a Customer Service oriented individual with the ability to troubleshoot complex End User system and technical issues, follow-up and communicate on open issues, and escalate support requests where appropriate.Essential Duties & Responsibilities:

  • Second level of technical troubleshooting & resolution for End User and other IT systems
  • Deep technical support & vendor management of the phone system/vendor
  • Troubleshoot & administer server, network and security tools & environments
  • Back-Up first point of contact for all End User Incidents, Queries & Service Requests
  • Guide and mentor level 1 techs both in specific Incidents and more broadly across technologies
  • Create and manage work items according to documented processes & established SLAs
  • Troubleshoot & resolve complex Incidents using established documentation and technical knowledge
  • Perform Major Incident Manager role as required by established process for specific Incidents
  • Fulfill Service Requests using established documentation
  • Perform the Problem Analyst role according to established processes & procedures
  • Perform the Change Initiator and CAB Member roles according to established process/procedures
  • Escalate unresolved Incidents to appropriate resources using established documentation
  • Maintain Knowledge Base documentation updating current or creating new where appropriate
  • Perform End User training both in organized classes/meetings and "on-the-fly" as required
  • Maintain accurate, detailed records of all interactions in the appropriate tools
  • Identify and/or update self-service options & efficiency improvements to support End Users
  • MACD activities for End User account administration, hardware and software on local machines
  • Project tasks and other duties as assignedQualifications & Experience:
    • 3-5 years of diverse, deep technical support in a complex environment
    • Strong written, verbal, team interaction, and empathetic customer service skills
    • Pragmatic and process based approach to delivering support (ITIL foundation preferred)
    • Strong quality "right first time" approach and a customer experience ownership mindset
    • Ability to write concise, clear support documentation (KCS knowledge preferred)
    • Expert analytical and troubleshooting skills in a diverse technical environment
    • Logical thinker, able to define issues, collect appropriate data/facts and draw appropriate conclusions
    • Ability to interpret a variety of technical instructions & apply solutions based on info obtained
    • Ability to effectively present information to a diverse audience in a concise and direct manner
    • An eye for detail and minutia as they apply to daily activities and administrative duties
    • Strong technical & troubleshooting mentoring skills for Level 1 technicians
    • Strong experience of End User technologies, Azure/Could technologies, Windows Server, SQL, Powershell, Active Directory, Microsoft Office 365, Citrix Virtual Desktop, Microsoft System Center applications, financial/credit union business applications and Interactive Intelligence software
    • Bachelors degree in computer science/information systems and/or equivalent work experience
    • Experience in supporting financial institutions, and credit unions specifically is strongly preferredBCU Shared Values. We act with INTEGRITY. We follow the golden rule without exception. We display COURAGE in our convictions. We drive innovation, reaching beyond boundaries and thoughtfully explore new horizons. We excel through COLLABORATION. By working as one, sharing information and seeking solutions, we deliver exceptional outcomes. We WOW our Members. We focus intensely on putting the member first, delivering extraordinary experiences that create lasting relationships inside and outside the organization.Life at BCU. With a culture built off relationships and referrals, we're committed to creating the best work environment possible. From our casual dress code to flexible work arrangements, we've created a unique culture that supports a healthy work/life balance. For this reason and more, BCU has been chosen as a Chicago Tribune Top 100 Workplace. #LifeAtBCUEqual Employment OpportunityBaxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.EEO is the LawEEO is the law - Poster SupplementPay Transparency PolicyReasonable AccommodationsBaxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Keywords: BCU, Arlington Heights , BCU Service Desk Technician (Level 2), Professions , Vernon Hills, Illinois

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