Service Desk Specialist

Connexus Credit Union

. Act as the first point of contact for user phone calls and self-service support tickets .

Posted 10/14/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills and effective communication abilities while managing user support issues and documentation. Proficient in troubleshooting IT problems and adhering to Service Level Agreements (SLAs) in a remote work environment.

Highest-signal resume keywords

Service Desk IT TroubleshootingCustomer Service SupportEffective Communication SkillsMS Office ApplicationsSupport Documentation Creation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IT TroubleshootingProblem SolvingMulti-taskingAttention to DetailCreating Support Documentation

Soft Skills

Customer-oriented AttitudeTime ManagementInitiativeWork Ethic

Tools & Technologies

ISM Platform

Certifications & Qualifications

Associate's Degree

Industry Keywords

Service Level AgreementsFederal RegulationsBSATechnical Escalation

About the role

Key responsibilities & impact

Act as the first point of contact for user phone calls and self-service support tickets
Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
Liaise between customers and technical escalation teams, communicating technical information in layman’s terms
Resolve incidents with known solutions according to support standards and procedures
Review tickets in the ISM platform and assign them to the appropriate team
Escalate involved issues to Senior Service Desk Specialists or Tier 3 support teams
Provide customer service support, including scheduled visits to assigned locations
Follow through to ensure tasks are communicated and resolved to users’ satisfaction
Work on departmental projects and perform other assigned duties
Prepare hardware, software, and process-related documentation, including troubleshooting guides and knowledgebase articles
Maintain confidentiality and security of records
Review and maintain Service Desk documentation and knowledge base articles
Review tickets against Service Level Agreements (SLAs)
Meet with the manager to review work, discuss project status, recommend process changes, voice concerns, and seek guidance
Comply with applicable Federal Regulations, including BSA

Requirements

What you’ll need

This position is Remote
Monday – Friday 8:30am – 5:30pm CST schedule
Required to work an on-call schedule approximately 1 week every 6 weeks from Tuesday-Tuesday; may include after hours, weekends, and holidays
Associate’s degree or commensurate experience is Required
1+ year of prior Service Desk IT Troubleshooting experience is Required
Ability to troubleshoot issues, problem solve, and multi-task with attention to detail is Required
Customer-oriented positive attitude with strong time management, initiative, and work ethic is Required
Effective communication (interpersonal, verbal, and written) skills, analytical ability, judgment, and demonstrated ability to work effectively with credit union team members is Required
Strong computer skills including MS Office applications (Word, Excel, Outlook, etc.) is Required
Experience creating support documentation is Required

Benefits

Comp & perks

20 days of paid time off
10 paid holidays
16 hours of paid Volunteer Time Off
401K Retirement with up to 6% employer match
Excellent Health, Dental, Vision insurance, including multiple plan options
Health Savings Account with generous employer contributions
Employer paid Life insurance
Employer paid Short-Term and Long-Term Disability
Tuition Reimbursement from $4,000 - $7,000 per calendar year
Robust Learning and Development program
Annual professional development stipend