FIRST SOURCE FEDERAL CREDIT UNION

POSITION SUMMARY

Performs a variety of technical duties pertaining to end user support for computer, network, hardware/software and core system issues and serves as a first-level responder for computer hardware/software core system, and telecommunication issues. Troubleshoots and repairs system problems and provides technical assistance. Maintains the integrity of all computer workstations and associated software and assists in the maintenance and management of the Core Symitar Financial Platform. Trains users in personal computer hardware/software; and perform other related duties as assigned.

The Help Desk Technician initially works under close supervision while learning job tasks, progressing to general supervision as the procedures and processes of the assigned areas of responsibilities are learned.

ESSENTIAL JOB FUNCTIONS

• Responds to help desk support requests and maintain ticketing and tracking system.
• Perform remote troubleshooting through diagnostic techniques.
• Direct unresolved issues to the next level of IT and IS support personnel
• Performs printer configuration and troubleshooting and minor repair.
• Creates, maintains, and reviews I.T. systems documentation.
• Troubleshoots hardware and software problems to provide maximum up time and most efficient use of systems, in compliance with all regulations and standards.
• Researches, recommends, installs, and tests hardware, software, and network configurations for PC's and/or servers.
• Performs troubleshooting and fault isolation on PC's, servers, LAN's, or related system components in order to maintain system availability.
• Provide back-up to other IT and IS roles as needed.
• Assists and implements new solutions after hours and on weekends as needed to reduce the impact during production hours.
• Recommend modifications to business process and technology to reduce user issues, increase efficiency and provide superior service to members.
• Required to participate in First Source Federal Credit Union events as well as designated Community events.
• Required to attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy.
• Required to attend training sessions as appropriate.
• Required to travel as needed.
• Must be available for after hours and on-call support.
• Performs other duties and special projects as assigned.

UNIVERSAL BEHAVIORS

Knowledgeable and Experienced

• I promise to take personal ownership for learning and using that knowledge to provide value to those that I serve by:

• Looking for answers until I find them.
• Seeking opportunities to learn from others.
• Appreciating and respecting others views.
• Acknowledging mistakes and learning from them.
• Going out of my way to share my knowledge and experience.

Striving for Operational Consistencies

• I promise to make it easy for you through consistency, efficiency, and accuracy by:

• Doing it right the first time, being thorough and accurate.
• Taking pride and ownership in my work
• Making and keeping commitments.
• Continuing to look for better ways to do things and challenging the status quo.

Rewarding Work Environment

• I promise to show care, compassion, and respect toward everyone I interact with by:

• Being approachable and accessible to others.
• Creating a pleasant work environment for each other.
• Always asking what more I can do.
• Resolving differences promptly
• Recognizing the contributions of others.
• Embracing diversity in the workplace.

Committed to Member Service

• I promise to deliver exceptional member service by:

• Interacting with a natural and genuine friendliness.
• Being courteous and respectful.
• Creating a welcoming environment.
• Exceeding your expectations.
• Sharing the moment and finding common ground.

QUALIFICATIONS, SKILLS AND EXPERIENCE

• Proven experience as a help desk technician or other end user support role
• Should have good technical knowledge and an understanding of IT principles
• Working knowledge of the Core Symitar Financial Platform.
• Ability to communicate technical concepts effectively to a varied audience
• Excellent communication and organizational skills
• Demonstrates effective problem-solving skills and possesses strong attention to detail
• Ability to take direction and operate independently and confidently
• A professional appearance and ability to work flexible hours including nights/weekends
• Makes efficient use of work time and prioritizes workload efficiently