What are the responsibilities and job description for the Service Desk Admin I position at SCCU Simple?
At Space Coast Credit Union (SCCU), our members are at the heart of everything we do. Since 1951, we’ve been committed to delivering financial services founded on integrity and a people-first philosophy.
As a Service Desk Admin I, you will be responsible for delivering end user technical support over the phone in a call center environment. This is a Tier 1 support role with the responsibility of performing initial triage of a support call and solving range of routine hardware and software technical issues. The incumbent will perform basic technical troubleshooting to resolve technical incidents using documented support processes and/or knowledge bases or will escalate the issue to the Tier 2 support level. The candidate must be comfortable providing technical direction to non-technical users over the phone. The candidate must possess excellent diplomacy and communication skills as well as a strong desire to provide excellent customer service.
Why Join SCCU?
- Member-Focused Mission: Be part of a not-for-profit organization that reinvests in its members.
- Flexible Schedule Options
- Career Growth: We prioritize internal promotions and offer on-the-job training.
Service Desk Administrator I Key Responsibilities
- Responds to end user trouble calls to resolve routine application software problems or assist with hardware issues remotely when possible. Routes calls as needs for more non-routine questions. Track tickets in an incident management system to properly identify problem and resolution for a shared knowledge base or escalate and assign as needed for higher level support.
- Resolve daily issues of a non-complex scope that impact the team and overall business objectives.
- Coordinates with fellow technicians, and higher tier support resources to expedite the handling of urgent trouble reports and share input for documentation of problem resolution to help build a skills knowledge database.
- Perform duties as assigned to the Service Desk as needed to meet customer/end user demands.
- Incumbent will be required to meet or exceed defined performance metrics related to incident resolution, call throughput and quality to be eligible for grade advancement.
- Other duties and responsibilities as assigned.
Service Desk Admin I
- 1 to 3 years prior experience of information technology as a technical support or helpdesk technician or customer support experience is required. Financial institution knowledge is a plus.
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A two year college degree or specialized course study or equivalent experience is required. Certifications such as CompTIA A can substitute for education or experience.
Service Desk Admin I Compensation
$46,130.00 - $48,847.00
SCCU Benefits
- Health & Wellness: Medical, dental, and vision insurance, plus an Employee Assistance Program.
- Financial Perks: 401(k) match (5%), HSA match, and SCCU-paid insurance (short/long-term disability, life insurance).
- Education Support: Tuition reimbursement after one year of service.
- Generous Time Off: 20 days of PTO, birthday PTO, and 11 federal holidays.
- Exclusive Discounts: Lower rates on loans, credit cards, and no fee SCCU accounts!
Schedule
- Standard hours are M – F 8:00 AM – 5:00 PM. Rotating Saturdays
About SCCU
Since 1951, Space Coast Credit Union (SCCU) has proudly served our community, growing to over 685,000 members and managing $9 billion in assets. With 67 branches spanning Florida’s east coast, we are the third-largest credit union in the state. In 2025, we expanded into Orange County to better serve the growing East Orlando market.
As a not-for-profit financial institution, SCCU is dedicated to putting our members first. Unlike traditional banks, we return profits to our members through better rates, lower fees, and enhanced services. While we offer the same financial products—like checking, savings, and loans—our focus remains on empowering our members and supporting their financial well-being. With local decision-making and a commitment to exceptional service, we strive to make a meaningful difference in the lives of those we serve.
At SCCU, we also prioritize our team members by fostering a supportive and collaborative environment that encourages career growth and development. As we continue to grow, we are seeking talented, member-focused professionals to join our team and help deliver innovative financial solutions and outstanding service.
I UNDERSTAND this application a legal document for purposes of your employment. Upon acceptance of an offer with SCCU, I UNDERSTAND that I will be required to complete background, employment verifications, and drug screening. I UNDERSTAND further that any misstatements or omissions in this application and pre-employment process can be considered falsification and will result in a decision not to hire me, or to discharge me if discovered after I am hired. I UNDERSTAND that the information requested regarding date of birth, race and sex is for the sole purpose of gathering the above information accurately, and will not be used to discriminate against me in violation of any law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hired.
SCCU is a drug-free workplace. I understand that as a condition of my employment, I will be required to submit to any testing for the presence of drugs, and to submit to any procedure to assess my qualifications for employment. If hired, I ALSO AGREE that if I am hired, my employment is for no definite time and may be terminated at any time without prior notice.