Description

BASIC RESPONSIBILITES:
Under direct supervision, field incoming help desk requests via telephone, email and ticket system during business and on-call hours, typical requests include account unlocks, password resets, running simple software updates and basic troubleshooting of end-user issues; will need to escalate advanced issues to Information Systems Technician or MIS management as necessary. Complete daily and monthly core operations schedule items. Assist with building PCs according to procedures, assist with deploying peripheral devices including monitors, printers, signature pads, etc.

OUR CORE VALUES:

The Help Desk I is expected to act in a manner which is in accordance with Guardian Credit Union’s values:

1.  Relationships - We treat each other, our members, and our community with respect.
2. Accountability - We hold ourselves to a higher standard.
3. Teamwork - We work together to reach our goals.
4. Honesty - We believe in conducting ourselves with honesty, integrity, trust, and fairness.

ESSENTIAL FUNCTIONS:

1. Provide level-1 help desk support, including on-call, for GCU Employee requests and, if necessary, for member related issues; provide courteous, effective and timely resolution of basic user issues.
2. Perform daily and period-end processing items according to the core operations schedule and procedures, maintains a record of computer jobs completed.
3. Setup and deploy PCs and peripherals according to procedures.
4. General administration of core system teller IDs according to procedures.
5. Assist with basic troubleshooting of user issues; escalate advanced issues to Information Systems Technician or MIS management.
6. Assist with monitoring and identifying core operational issues; Inform MIS management of detected interruptions, outages or any maintenance problems.

SECONDARY FUNCTIONS:

1. Perform MIS project and maintenance work as assigned.
2. Assist in preparation and maintenance of MIS schedules.
3. Assist in disaster recovery planning and testing execution.
4. Help maintain MIS system documentation and inventory databases.
5. Continually seek to improve processes using a team approach to problem solving.
6. Serve as back up to department staff and other duties as assigned.

Qualifications

SKILLS AND ABILITIES REQUIRED:
Education/Experience: Any combination equivalent to education and experience that provides the required knowledge and skills is qualifying. Typical qualifications would be equivalent to: Completion of a high school degree and some post-secondary education or hands-on experience in computer concepts and operations.

SKILLS:

1. High degree of accuracy and attention to detail.
2. Ability to understand data processing procedures and principles, credit union operations, and credit union philosophy.
3. Ability to make independent decisions since some duties require evaluating numerous elements and alternatives.
4. Ability to identify problems of system hardware and software and solve basic issues related to such problems.
5. Ability to record data and maintain reports with high degree of accuracy and organization.
6. Must possess interpersonal skills necessary to effectively interact with management, staff, and vendors.
7. Maintains confidentiality, uses good judgement.
8. Must present a professional, business like appearance and manner.
9. Must be willing and able to work any shift within a 24-hour period and on holidays and weekends.
10. Must be bondable.

WORK ENVIRONMENT:
While performing the duties of this job, the employee regularly works in an office setting. Remote capabilities required for on call needs.

PHYSICAL DEMANDS:
The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.

1. Some lifting (up to 30 pounds)
2. Ability to remain in a stationary position 75% of the time.
3. Ability to position self to set up workstations and maintain computers.
4. Ability to constantly operate a computer and other office productivity equipment.
5. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

TRAVEL: Majority of work will be carried out at the Oak Creek location with local travel to other branches at times.

HOURS:
This position requires 40 hours per week in office during business hours between 8am and 5:30pm Monday through Friday. On call ability required to address urgent issues outside regular business hours including Saturdays.