• Job Description

  Req#: DESKT002470

  Hours:

  40

  Schedule:

  This position is hybrid and remote eligible for up to 40% of the time once fully trained. The office location for this position is at ESL Corporate Headquarters in Rochester, NY. Hours are Monday - Friday 7:00 am - 4:00 p.m. or 8:00 a.m. - 5:00 p.m. Must remain flexible to meet current and future business needs.

  Pay:

  $29.9230

  Purpose:

  This position is responsible for taking incoming support calls and troubleshooting issues with computers and applications. Support includes employees at headquarters, branches, and those working from home. The candidate will utilize remote tools, knowledge bases, and standard procedures in troubleshooting. If the issue cannot be resolved over the phone, it will be escalated to a desktop support technician or other appropriate IT team for further troubleshooting. The candidate will also review tickets in the team queue and troubleshoot or route as necessary. The candidate may coordinate with other IT teams in the course of troubleshooting issues.

  Accountabilities:

  Perform level 2 troubleshooting of issues with company computers and systems

  • Receive escalation calls from operations help desk
  • Provide technical support for all client devices that fall within the ESL equipment standards including PC’s, Tablets and phones.
  • Troubleshoot standard issues utilizing team procedures and knowledge bases.
  • Coordinate with the desktop support technicians and other IT teams to resolve customer issues.
  • Follow up with customers as needed to ensure issues are resolved.

  Monitor team ticket queue

  • Review unassigned tickets
  • Troubleshoot issues that are considered level 1 support
  • Assign tickets to appropriate technicians or teams if they are not level 1 issues

  Perform additional tasks to support the team and the business as assigned

  • Perform additional duties as assigned
  • Create knowledgebase articles and team documentation as needed

  Qualifications:

  • High School Diploma or General Equivalency
  • Minimum 1 year experience working in a call center or help desk environment; will consider a Bachelor’s degree in lieu of direct experience or combination of equivalent education and experience may also be considered
  • Experience troubleshooting technical issues with Windows computers and software

  Additional preferred experience:

  • Bachelor's Degree in a Technical discipline preferred
  • Comptia A+ certification or other technical certification preferred

  We’re committed to diversity, equity, and inclusion. ESL recognizes the importance of a culture that embraces diversity and values individual differences. We are committed to cultivating a diverse workforce at all levels that mirrors the communities we serve. We welcome applications from people with diverse perspectives and backgrounds. We strive to create an inclusive, respectful and equitable environment, which makes ESL a great place to work!

  #LI-KS1

  #LI-Hybrid

  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)

• About the company

  With outstanding member service, ESL Federal Credit Union provides personal and business banking and wealth management services to the Rochester area.

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