Help Desk Specialist: Harahan

Jefferson Parish Employees Federal Credit Union (JPEFCU) is seeking a full-time Help Desk Specialist to assist in the installation, maintenance, and repair of computer and telephone operating systems, hardware, and software, as well as investigate and resolve computer-related problems for users. This role also involves implementing new solutions to increase end-user efficiency.

Responsibilities

• Install, modify, and make minor repairs to personal computer hardware and software systems.
• Install, configure, maintain, and troubleshoot a wide range of software used throughout JPEFCU.
• Perform hardware/software upgrades to existing equipment as needed.
• Provide technical assistance and training to system users.
• Install hardware and peripheral components, such as monitors, printers, keyboards, and disk drives, following design or installation specifications.
• Instruct users on operation of hardware.
• Answer inquiries in person and via telephone, email, and ticketing system concerning systems operation.
• Diagnose system hardware, software, and operator problems and recommend or perform remedial action to correct problems based on knowledge of system operation.
• Replace defective or inadequate software packages.
• Conduct routine maintenance on personal computers, laptops, and peripherals.
• Refer major hardware problems to Information Technology Management staff for correction.
• Provide technical assistance with telephone communication systems.
• Participate in planning and implementation projects for hardware upgrades, enhancements, and expansions.
• Assist with maintenance of all telephones, wireless devices, and video communications equipment.
• Design and deploy laptop and desktop imaging solutions.
• Assist in maintaining software security updates and patching.
• May assist in the selection of new software and hardware.
• May assist with negotiating site licenses and coordinate purchase of software and hardware.
• Administer Active Directory and Office 365 for email and network system access.
• Administer and support Endpoint Protection for laptops and desktop computers.

Requirements

• Associate’s degree in management information systems, computer information systems, computer science, information technology, or a related field, or an equivalent combination of education and work experience sufficient to demonstrate ability to perform the essential duties of the position, or 4 years of experience or completion of training in CompTIA A+, Network+, etc.
• Two years or more experience in system administration, maintenance, operations, and user support.
• Experience in desktop management supporting personal computers and peripherals in a sizeable environment (over 100 machines).
• Must be a team player and willing to assist where needed.
• Must participate in reciprocal cross-training.
• Must work onsite.
• Must have reliable transportation to periodically visit local branches.
• Ability to periodically work after hours or weekends to minimize business downtime.
• Familiarity with industry-specific tools such as image and software deployment, remote management and monitoring, endpoint management, Windows, and 3rd-party patch management.
• Thorough knowledge of computer operations, Microsoft Office, and Microsoft Outlook.
• Excellent troubleshooting and analytical/problem-solving skills.
• Must be organized with the ability to prioritize.
• Experience with Windows 10, Windows 11, and PC hardware troubleshooting.
• Ability to work and communicate effectively within JPEFCU.
• Ability to understand technical documentation and specifications related to computer systems.
• Ability to work a varied schedule, including evenings and weekends.
• Must be able to lift a minimum of 25 lbs.
• Required to frequently walk, sit, talk, and hear.
• Required to use hands to handle, feel, or operate objects, tools, or controls, and reach with hands and arms.
• Specific vision abilities required include close vision, color vision, and the ability to adjust focus.

Qualifications

• MS Office 365 Administrator experience desirable but not required.