Posting Date

Responsibilities and duties

  • Field, diagnose, and troubleshoot incoming customer requests and issues via the phone, email and ticketing system
  • Receive, process and respond to Help Desk tickets received from ticketing system
  • Provide timely completion of requests and resolution of problems; escalate those issues that cannot be handled directly to appropriate technical personnel
  • Follow documented operating procedures and customer service guidelines for Help Desk support
  • Effectively troubleshoot and solve desktop hardware and software issues
  • Provide support and troubleshooting for requests from Everence employees and customers while establishing issue priorities and expediting resolutions
  • Provide support for Microsoft Office products, Windows environments and various other software needs
  • Assist with client machine setups, user profile configurations, upgrades, etc.
  • Work with the home office in Goshen, IN, to primarily support offices in the Lancaster, PA, area, but may receive assignments to work with offices in other regions
  • Serve as an IT expert for the Everence Federal Credit Union
  • Complete other tasks as assigned by the IT User Support Manager

Qualifications

Education:

Associate degree or higher or equivalent work experience required

Skills and Abilities:

  • Highly relational
  • Exceptional customer service, including being courteous and respectful
  • Highly organized, disciplined in time management and setting priorities
  • Flexible to respond to multiple requests being send simultaneously
  • Strong communication and documentation skills
  • Ability to mentor/teach others adapting to their respective levels of skill/ knowledge
  • Committed to continuous learning and growth
  • Ability to identify and solve problems effectively
  • Able to pick up technical concepts quickly
  • Willingness to be on call off hours

Supervisory responsibilities

None

Travel requirements

Approximately 10-20% to support regional offices in the Lancaster, PA, area (up to 2 hours away).

Schedule

This is a full-time position (40 hours/week).

Location

Lancaster, Pennsylvania

Apply online