Provides 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.Prioritizes incidents and service requests according to defined processes to meet defined SLAs.Escalates incidents with accurate documentation to suitable technician, when required.Builds rapport and elicits details about the problem from service desk customers.Records, tracks, and documents the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.Uses remote tools and diagnostic utilities to aid in troubleshooting.Researches solutions through internal and external knowledgebase and documentation as needed.Identifies and learns appropriate software and hardware used and supported by the organization.Performs hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.Delivers, installs, tests, maintains, supports, and fixes personal computers, application software, hardware, and peripheralsrunning on local and wide area networks, such as printers, modems, and scanners.Provides administrative support such as network access, permissions, and file restorations.Manages, updates and maintains hardware and software inventory.Tests fixes to ensure an incident has been adequately resolved.Performs post-resolution follow-ups to help requests.Develops help sheets and FAQ lists for end users.Contributes to technician knowledgebase and documentation as needed.Reinforces SLAs to manage end-user expectations.Provides suggestions for continual improvement.Supports the organization after hours as required.Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of the Franklin Mint Federal Credit Union and its members.