IT Support I

IT Help Desk Support

Ready to jump-start your IT career? Join us and help keep our systems running smoothly while building real-world experience in hardware, software, troubleshooting, and support. If you're eager to learn, ready to solve problems, and excited to support a team that counts on you—this is your moment.

Role

To provide IT Help Desk support services to staff and indirectly to members. Setup and maintain PCs, resolve basic Help Desk requests and provide telephone support.

Essential Functions & Responsibilities

• (30%) Complete daily processing of incoming/outgoing files and reports per documented procedures.
• (15%) Installs, supports and configures computer hardware.
• (15%) Diagnose and solve hardware/software faults.
• (10%) Assists in development of internal documentation of procedures for development, troubleshooting and use of PC & data processing system applications
• (20%) Log, resolve and appropriately escalate employee trouble tickets while analyzing calls and tickets to spot trends and underlying issues.
• (10%) Performs other duties as assigned.

Performance Measurements

• Must comply with government and other regulations affecting the credit union industry including, but not limited to, OFAC and the Bank Secrecy Act.
• Meets or exceeds performance expectations as described in Essential Functions and Responsibilities.
• Please refer to Annual Performance Goal document for remaining Performance Measurements.

Knowledge and Skills

Experience: One month to twelve months of similar or related experience.

Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.

Other Skills:

1. Experience in PC usage and hardware/software support.
2. Must be able to install, troubleshoot, and support personal computers, monitors and printers.
3. Must be able to use Microsoft Word and Excel.
4. Windows Desktop, Windows Server, and Cloud Computing experience is a plus.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle controls; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

Work is performed indoors in an office environment with normal potential for exposure to safety and health hazards. May periodically travel to other, similar sites. The noise level in the work environment is usually moderate.

Work hours after 5pm and being on-call are a requirement of the position, this is done in a rotating fashion and the responsibilities of the on-call role are further described in the documented procedures.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.