The position is directly involved in troubleshooting/resolving
personal computer, application, and peripheral-related
Responsible and Accountable for:
? Provides front-line interaction with users and acts to ensure all
reported problems are resolved.
? Provides phone coverage of the primary internal Help Desk line as
? Develops ideas for improving and enhancing the general operation
of the support desk and user experience. Installs, configures,
tests, and supports new applications as required.
? Provides first level analysis and diagnostics of reported
problems (including Desktop Operating Systems, network, branch, and
? Provides backup for IT computer operations as required; required
to have cell phone for after hours and weekend on-call duties as
? Performs other duties as assigned.
Knowledge, Skills and Abilities:
? Excellent communication skills, and self-motivated (especially
when involving the learning of new technologies).
? Knowledgeable in installation and support of Microsoft Windows
operating system, including installation, support, and testing of
? Knowledgeable in the basics of supporting an Ethernet network
(including wiring, installation of PC hardware and software, and
? Possess broad knowledge and understanding of current and emerging
technologies and their relevance as tools in the IT industry.
? Ability to identify and analyze critical problems and provide
viable solutions and/or alternatives, informing senior staff in a
? Ability to provide first level support to end users in the areas
of network, desktop, applications, telecommunications, web, and
Desktop Operating Systems.
? Ability to effectively work with other departments, prioritize
and escalate issues as necessary, and provide resolution
? Ability to assist with other operational issues as required.
? Ability to research and document problems/resolutions and create
?How-To? instructional documentation as needed.
? Ability to act as a source of information, help, and training for
staff throughout the organization concerning personal computer
applications and operating systems.
? Ability to lift 50lbs of equipment to facilitate equipment
relocations, as tasked.
? Ability to understand and be aware of possible suspicious
activities or transactions by members or by employees, directors,
executives, or officers of the credit union. Promptly notify
management as required by credit union policy if unusual activity
is observed which could be an indication of financial crime or
efforts to evade reporting requirements of the Bank Secrecy Act or
other laws and regulations.
Education and Experience:
? Education: Associate?s Degree (AS in computer science or similar)
or equivalent experience.
? Experience: Approximately 2-5 years of technology support,
focused on customer interaction with excellent customer service
skills (preferably experience with a financial institution)
? Certification: One of the following (A+, Microsoft MCP, Network
+, CCNA) or equivalent experience
We are an equal employment opportunity employer and will consider
all qualified candidates without regard to disability or protected