IT Helpdesk Technician
The helpdesk technician will primarily be assisting staff who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Assist staff with telephone, PC, email or trouble ticket inquiries to resolve or escalate IT systems issues and problems. Also provides IT related training to end users.
- Provide hardware and software technical support in a Windows server and PC environment.
- Monitor and update support requests (email, phone, tickets) to ensure a timely response.
- Monitor log events and security alerts and investigate when necessary.
- Serves as the Credit Union’s PC specialist. Installs, maintains and configures application software while maintaining an updated PC imaging process.
- Responsible for maintenance and troubleshooting of applications that make up the on-going business operations of the credit union
- Help monitor and administer patch management systems and troubleshoot non-complaint devices and failed patches.
- Aid in the setup and maintenance of user accounts on the network and other systems.
- Help perform software and operating system upgrades
- Assist with creating and updating IT related documentation
- Perform special projects or other related duties as assigned.
Responsibilities and Performance
- Focus on a SERVICE Culture: The degree to which SERVICE is demonstrated in the day to day business environment. The level of support for coworkers as well as outside members, vendors, etc.
- Project a positive attitude of support and flexibility to all users. Also show commitment to the credit union mission, direction, and brand.
- Administer and maintain end user accounts, permissions, and access rights
- Assist when needed in deployment and day to day support of desktop device equipment, including PCs, printers, sig pads, check scanners, ID scanners, etc.
- Excellent analytical and issue resolution skills, ability to plan, organize and prioritize tasks, and ability to perform research
- Assist in maintenance, and repair of PCs, printers, and other equipment. Coordinate with other members of IT team as necessary to resolve hardware, software, and network issues.
- Work closely with outsourced IT service providers to monitor the support and management provided
- To effectively ensure BSA compliance within the area of responsibility.
Experience: One to two yeas of similar or related experience
Education: A 2-year College degree or equivalent in experience and/or classes and certifications
Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
Other Skills: Active Directory, DNS, DHCP, Windows PC and Server Operating systems, Office 365, Card printers/Cardwizard, PC peripheral devices (Signature pads, printers, etc)