Service Desk Technician I

Overview:

Hudson Valley Credit Union is currently recruiting for the position of Service Desk Specialist I. Primary Function: Responsible for troubleshooting hardware and software problems, answering questions, and guiding users through problemsolving processes. Communicate effectively, both verbally and in writing in order to provide excellent customer service.

Responsibilities:

• Receive and log incoming support requests via phone or ticketing system. Monitor and update progress of open tickets.
• Prioritize and categorize incidents based on severity and urgency.
• Troubleshoot and resolve common IT issues, such as password resets, software installations, and network connectivity problems.
• Identify recurring incidents and work with the IT team to implement solutions to prevent future occurrences.
• Provide clear and concise explanations of technical issues to users of varying technical expertise.
• Walk users through troubleshooting steps and provide guidance on best practices.
• Log and Process service requests, such as account provisioning, software installations, and hardware requests.
• Manage employee maintenance/access, including initial equipment setup. Maintain and audit user access across HVCU systems supported by the Help Desk.
• Ensure timely and accurate fulfillment of service requests.
• Support remote employees, contractors and vendors as necessary.
• 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.
  

Qualifications:

• 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 required
• Minimum 2 Year Experience and training in computer technology experience required
• Minimum 2 Year Experience in providing internal and/or external customer support and service experience required

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Why choose HVCU?

HVCU cares for our employees, members, and community. We actively seek to create an inclusive workforce by hiring people with diverse perspectives and experiences. We celebrate and embrace what makes each of us different and foster an environment where everyone feels that they belong. In commitment to our diversity, equity, and inclusion mission, we encourage members of historically underrepresented communities to apply, including those who identify as women, minorities, veterans, disabled and LGBTQ+.

Employee Perks:

• HVCU University & Academy; Professional Development Training
• Student Loan Repayment & Tuition Reimbursement Programs
• Medical, Dental, and Vision coverage (coverage starting as low as $20 per month)
• 401(k) with employer match and non-elective employer contribution
• Paid time off (PTO), holidays, and community volunteer time
• Life, Short-Term, and Long-Term Disability Insurance
• Discounted Loan Rates & Fees 

Hudson Valley Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, the status of being transgender, national origin, disability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law.

Why Choose HVCU?:

 

Join a team where your growth matters. At Hudson Valley Credit Union, we offer a supportive, community-focused culture, competitive benefits, and opportunities to grow your career while making a meaningful impact. Come be part of a Great Place to Work!  

Employee Perks: 

• Base & Variable Pay Structures 

• Paid Personal, Holiday & Volunteer Time Off 

• Professional Development Training through HVCU University & Academy 

• Student Loan Repayment & Tuition Reimbursement Programs 

• Medical, Dental & Vision Coverage 

• 401(k) With Employer Match & Non-Elective Employer Contribution 

• Life, Short-term & Long-term Disability Insurances 

• Discounted Loan Rates & Fees  

 

Hudson Valley Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law. 

Salary Range: G18.5 $28.88 - $34.99 Hourly

Hudson Valley Credit Union (Formerly Hudson Valley Federal Credit Union) is a credit union serving the New York counties of Dutchess, Orange, Ulster, Putnam, Rockland, Westchester, Greene, Columbia, Albany, Rensselaer, Schenectady, and Saratoga. Initiated in 1963 in Poughkeepsie, New York, the institution has 287,000+ members and more than 800 employees as of March 2017. HVCU is one of the largest credit unions in the United States with assets totaling more than $5.95 billion as of June 2020.