Help Desk I

Act as the first line of defense for the IT department:

• Reply to all incoming tickets, emails, and phone calls in a timely manner
• Perform triage of requests and properly address/assign issues in a methodical and organized manner
• Provide prompt, knowledgeable, and courteous support to staff regarding system problems or information requests through the IT help desk
• Provide detailed documented histories of all incidents, including diagnostics performed and successful solutions
• Maintain the incident tracking/ticketing database
• Ensure that incidents/tickets are timely input, regularly updated, and entered in a clear and concise manner
• Support Workstations, Desktops, Laptops, Mobile Devices & Deployment of Hardware/Software and offline systems directly and/or remotely
• Ensure security, privacy, and proper usage of company-provided assets
• Assist in documenting changes per Change Management Policy and ensuring accurate system integrity and accuracy

Major Duties and Responsibilities:

50% - (Internal Customer Support) - Provide timely and efficient technical assistance and support for PC Users and IT staff.

30% - (Documentation and Communication) - Develop necessary documentation of all requests, including but not limited to tickets, ticket replies, solutions, standard operating procedures (IT related), troubleshooting steps, acknowledgment of end user acceptance, and change requests as needed. Communicate new documentation to the proper staff and perform any necessary end user follow up to resolve issues with acknowledgement.

15% - (Teamwork & Cooperation) - Assist in managing the devices and systems as needed.

5% - (Adaptability) - Performs other job-related duties as assigned.

Essential Functions:

• Act as first level support for general IT issues. Provide resolutions for end users and continue education as needed to maintain a high-level of understanding in Credit Union technology.
• Ability to communicate clearly, written and verbal, by telephone, video conferencing or in-person

• Ability to make independent decisions and to exercise excellent judgment

• Must be available and able to work on weekends, holidays, and non-scheduled working hours as requested including overtime

• Ability to lift boxes and items weighing up to 50 pounds

• Ability to respond in emergency situations at work or off-site locations with little or no advance notice

• Must be able to evaluate and prioritize critical and non-critical system issues and respond accordingly

• Experience: Minimum of 6 months to two years of prior help desk or technical support

• Education: Associate degree in hand or completion of a specialized course of study at a business or trade school.

• To be considered for this position, candidates must have experience in a similar role or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed

• Working knowledge of computer networking or operation concepts, means, and practice.