ITS Desktop Technician

About the role

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by becoming the “in-house” expert in Credit Union IT software and systems, with special emphasis on employee services and PC support. Works closely with the IT Network Analyst Supervisor and business units.

Responsibilities

• Follows the Department’s Standards Steps out of the daily activities of the ITS Desktop Technician function to assist in the planning of the ITS Service Administration area.
• Identifies improvements and efficiency of business and ITS processes and systems.
• Provides support to the Business and Network Analysts during and after business hours.
• Treats all members and co-workers with dignity and respect.
• Solves issues and completes requests to members’ satisfaction.
• Affords assistance in the implementation of new services and products.
• Identifies options for potential solutions and assesses them for security, technical, and business suitability.
• Works closely with vendors and end users ensuring that all ITS projects and support work is completed in a timely manner.
• Uses excellent communication/listening skills to communicate highly technical information to non-technical users, including employees, technicians, and vendors. This includes frequent and timely updates for all work in progress or planned.

Qualifications

• Associate’s degree in information technology or related field preferred.
• Two years of experience in a technical support or IT support role, or equivalent education and training required.
• High level of interpersonal skills necessary to deal effectively and efficiently with a diverse group of employees, technicians, and vendors in sometimes stressful situations.
• Excellent verbal/written communication skills and listening skills.
• Ability to communicate highly technical information to non-technical users.
• Project management skills with an understanding of how to define, document and track goals, scope, resources, schedule, quality, testing, and communications.
• Must be self-motivated, meet deadlines, and manage changing priorities.

Knowledge and Abilities

• Adheres to the Information Security Policies at all times.
• Understands and has an in-depth knowledge in how Credit Union software and systems are used by our employees.
• Works closely with the business units to ensure systems, procedures, and process improvements are made.
• Helps to administer and audit system and user security on all Credit Union IT systems.
• Provides help desk support and resolves user, system and security issues in a timely manner.
• Performs PC setup and deployments, equipment moves, and sending out/receiving equipment.
• Performs troubleshooting of equipment.
• Responsible for keeping track of equipment inventory and requesting additional equipment as needed.
• Maintains and troubleshoots print queues, print servers, printers and forms printing.
• Responsible for the smooth roll out of new branches, branch closures, or branch moves.
• Configures and performs periodic Disaster Recovery and Business Continuity to ensure recoverability and data integrity.
• Responsible for after hours support through an on-call rotation.
• Keeps up to date with regulatory, technical, industry, and other developments as they relate to Credit Union operations.
• Performs other duties as assigned by supervisor.

Technical Skills

• Adheres to the Information Security Policies at all times.
• Understands and has an in-depth knowledge in how Credit Union software and systems are used by our employees.
• Works closely with the business units to ensure systems, procedures, and process improvements are made.
• Helps to administer and audit system and user security on all Credit Union IT systems.
• Provides help desk support and resolves user, system and security issues in a timely manner.
• Performs PC setup and deployments, equipment moves, and sending out/receiving equipment.
• Performs troubleshooting of equipment.
• Responsible for keeping track of equipment inventory and requesting additional equipment as needed.
• Maintains and troubleshoots print queues, print servers, printers and forms printing.
• Responsible for the smooth roll out of new branches, branch closures, or branch moves.
• Configures and performs periodic Disaster Recovery and Business Continuity to ensure recoverability and data integrity.
• Responsible for after hours support through an on-call rotation.
• Keeps up to date with regulatory, technical, industry, and other developments as they relate to Credit Union operations.
• Performs other duties as assigned by supervisor.

Necessary Experience and Qualifications

• Associate’s degree in information technology or related field preferred.
• Two years of experience in a technical support or IT support role, or equivalent education and training required.
• High level of interpersonal skills necessary to deal effectively and efficiently with a diverse group of employees, technicians, and vendors in sometimes stressful situations.
• Excellent verbal/written communication skills and listening skills.
• Ability to communicate highly technical information to non-technical users.
• Project management skills with an understanding of how to define, document and track goals, scope, resources, schedule, quality, testing, and communications.
• Must be self-motivated, meet deadlines, and manage changing priorities.

Work Environment and Physical Requirements

• Office environment with moderate to high level of noise.
• Frequent use of telephone, copier, computer, fax machine, and other office machines.
• Prolonged sitting or standing, and ability to stay in one place or work in a confined area for extended periods.
• Frequent mental and visual concentration.
• Ability to concentrate and pay close attention to detail for over 90 percent of work time.
• Some work to be performed outside of normal business hours.
• Moderate lifting of up to 20 pounds.
• Also, ability to transport objects weighing between 5 and 20 pounds for 5 to 10 percent of work time.

Benefits

The Credit Union offers a comprehensive benefits package which includes:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Flexible spending accounts
• Life insurance
• Disability insurance
• Employee Assistance Program
• Generous paid time off

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time position with flexible working hours to accommodate business needs.