Carolinas Telco Federal Credit Union · 16 hours ago
SUPPORT DESK TECHNICIAN
Charlotte, NC
Full-time
Onsite
New Grad, Entry LevelCarolinas Telco Federal Credit Union is seeking a Support Desk Technician to ensure proper computer operation for end users. The role involves receiving, prioritizing, documenting, and resolving end-user help requests while maintaining service level agreements (SLAs).
FinanceFinancial Services
Responsibilities
Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
Build rapport and elicit problem details from end users
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution
Use remote tools and diagnostic utilities to aid in troubleshooting
Prioritize incidents and service requests according to defined processes to meet defined SLAs
Escalate incidents with accurate documentation to the next level, manager, or vendor when necessary
Research solutions through internal and external knowledgebase as needed
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
Test fixes to ensure an incident is resolved
Develop help sheets and FAQ lists for end users
Contribute to technician knowledgebase as needed
Reinforce SLAs to manage end-user expectations
Provide suggestions for continual improvement
Assists in administering the IP phone system
Assists personnel in other departments to increase understanding of system operations and effectively integrate new technology
Adheres to the Credit Union's core values in carrying out Carolinas Telco's mission and vision
Ensures Business System operations follow Carolinas Telco FCU's established standards, policies, and procedures
Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)
Additional tasks and duties assigned
Qualification
Required
Bachelor's degree or equivalent experience in a related field or an equivalent combination of education, training, and experience
Previous experience with Application Support, PC hardware, software configuration, or service desk support functions
Basic knowledge of Microsoft 365, Active Directory, SFTP, and issue resolution
Exceptional written and oral communication skills
Exceptional interpersonal skills, focusing on building rapport, listening, and questioning skills
Strong documentation skills
Ability to research a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Company
Carolinas Telco Federal Credit Union
Carolinas Telco Federal Credit Union is originally formed to meet the financial needs of telecommunications workers in North & South CA.
Founded in 1934
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Chris Dickman
President / CEO
Christopher Harrington
Chief Technology Officer
Recent News
2025-06-11
Company data provided by crunchbase