Help Desk Specialist

Jefferson Parish Employees Federal Credit Union (JPEFCU) is seeking a full-time Help Desk Specialist. The Help Desk Specialist is responsible for assisting in the installation, maintenance and repair of computer and telephone operating systems hardware and software; and investigating and resolving computer related problems for computer users. Assist in implementing new solutions that will increase the efficiency of the end users.

Essential Functions

The list below is intended to describe the general nature of duties only. Employees shall perform other duties as assigned.

· Install, modify and make minor repairs to personal computer hardware and software systems.

· Installs, configures, maintains and troubleshoots a wide range of software used throughout JPEFCU.

· Performs hardware/software upgrades to existing equipment as needed.

· Provide technical assistance and training to system users.

· Installation of 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, e-mail, 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.

· Participates in planning and implementation projects for hardware upgrades, enhancements and expansions.

· Assists with maintenance of all telephones, wireless devices and video communications equipment.

· Design and deploy and laptop and desktop imaging solution

· Assist in maintaining of software security updates and patching

Non-Essential Functions

· 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, Officer 365 administration of e-mail and network system access

· Administrator and support Endpoint Protection for laptops and desktop computers

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Job Specifications

• Must have an 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 equivalent of 4 years of experience or completion of training in Comp TIA 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.

· Must be familiar with industry specifics 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 ability to prioritize.

· Experience in Windows 10, Windows 11, and PC Hardware Troubleshooting

· Ability to work and communicate effectively with JPEFCU personnel.

· Ability to understand technical documentation and specifications related to computer systems.

· Ability to work varied work schedule including evenings, weekends and holidays.

· Ability to perform the essential duties.

· MS Office 365 Administrator experience desirable but not required

· 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 is close vision, color vision and the ability to adjust focus.

Pulled from the full job description

• Tuition reimbursement
• Retirement plan
• Flexible spending account
• Life insurance
• Employee assistance program