IT Help Desk Technician I

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IT Help Desk Technician l Summary: Incumbent is responsible for responding to Tier 1 ticket inquiries via phone, ticket updates, and/or email. Asking appropriate questions and utilizing knowledge/resources to diagnose, resolve, and escalate issues beyond Tier 1.

IT Help Desk Technician l Qualifications:

1. A two-year degree in computer science or related field or completion of equivalent information technology certificates or work experience.

2. General working knowledge technology and PC administration.

Essential Elements of the Job:

1. Provide professional and courteous support to end users on technology issues.

2. Effectively communicates with technical and non-technical colleagues at all levels in the organization

3. Answering ticket inquires via phone, ticket updates, and/or email in a timely manner

4. Triaging tickets and escalating more difficult problems for Tier 2 support

5. Conducts new user hardware setup and relocation

6. Builds and configures desktop PCs, laptops and mobile devices

7. DVR/Camera administration and reporting

8. Record, update, and document requests using the IT ticket request system

9. Performs routine maintenance on workstations.

10. Analyzes, diagnoses, and resolves software and hardware incidents

11. Provide excellent customer service and support

12. Adhere to credit union policies and procedures, and governing regulations.

Hours:

6:00am to 3:00pm

Additional IT Help Desk Technician l Job Requirements:

• Maintain library of technology resources for end users.
• Improve technological knowledge by employing CU-provided training resources.
• Participate in Credit Union volunteer efforts.
• Other duties as assigned.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Paid Short & Long-Term Disability insurance
• Health insurance
• Paid Life insurance
• Paid time off
• Paid Vision insurance
• 16 Paid time off volunteer hours
• Loan rate discounts
• Sick Time
• Paid holidays (Federal holidays observed)
• Personal Time
• Tuition Reimbursement
• Competitive Pay
• Financial Planning
• Identity Theft Monitoring
• Comprehensive training provided by a dedicated training staff

MidWest America Federal Credit Union is an Equal Opportunity Employer.

Job Skills and Work Relations:

Incumbent must demonstrate strong written and verbal communication skills and effectively handle multiple tasks simultaneously. Must possess strong attention to detail, troubleshooting and problem-solving skills. Incumbent must be able to meet required deadlines for completion of specific projects and have a good understanding of the Credit Union products and services. Proficient with computer systems specific to the Credit Union, Microsoft Outlook, Microsoft Windows Server, Exchange, Word, Excel, PowerPoint, and application developmental experience. Incumbent must possess good judgement, good time management, have initiative, strong team orientation, able to work with moderate stress and display professionalism and maintain confidentially at all times.

Incumbent reports to the VP of Information Technology

IT Help Desk Technician l Summary: Incumbent is responsible for responding to Tier 1 ticket inquiries via phone, ticket updates, and/or email. Asking appropriate questions and utilizing knowledge/resources to diagnose, resolve, and escalate issues beyond Tier 1.

IT Help Desk Technician l Qualifications:

1. A two-year degree in computer science or related field or completion of equivalent information technology certificates or work experience.

2. General working knowledge technology and PC administration.

Essential Elements of the Job:

1. Provide professional and courteous support to end users on technology issues.

2. Effectively communicates with technical and non-technical colleagues at all levels in the organization

3. Answering ticket inquires via phone, ticket updates, and/or email in a timely manner

4. Triaging tickets and escalating more difficult problems for Tier 2 support

5. Conducts new user hardware setup and relocation

6. Builds and configures desktop PCs, laptops and mobile devices

7. DVR/Camera administration and reporting

8. Record, update, and document requests using the IT ticket request system

9. Performs routine maintenance on workstations.

10. Analyzes, diagnoses, and resolves software and hardware incidents

11. Provide excellent customer service and support

12. Adhere to credit union policies and procedures, and governing regulations.

Hours:

6:00am to 3:00pm

Additional IT Help Desk Technician l Job Requirements:

• Maintain library of technology resources for end users.
• Improve technological knowledge by employing CU-provided training resources.
• Participate in Credit Union volunteer efforts.
• Other duties as assigned.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Paid Short & Long-Term Disability insurance
• Health insurance
• Paid Life insurance
• Paid time off
• Paid Vision insurance
• 16 Paid time off volunteer hours
• Loan rate discounts
• Sick Time
• Paid holidays (Federal holidays observed)
• Personal Time
• Tuition Reimbursement
• Competitive Pay
• Financial Planning
• Identity Theft Monitoring
• Comprehensive training provided by a dedicated training staff

MidWest America Federal Credit Union is an Equal Opportunity Employer.

Job Skills and Work Relations:

Incumbent must demonstrate strong written and verbal communication skills and effectively handle multiple tasks simultaneously. Must possess strong attention to detail, troubleshooting and problem-solving skills. Incumbent must be able to meet required deadlines for completion of specific projects and have a good understanding of the Credit Union products and services. Proficient with computer systems specific to the Credit Union, Microsoft Outlook, Microsoft Windows Server, Exchange, Word, Excel, PowerPoint, and application developmental experience. Incumbent must possess good judgement, good time management, have initiative, strong team orientation, able to work with moderate stress and display professionalism and maintain confidentially at all times.

Incumbent reports to the VP of Information Technology.