Summary

PRIMARY OBJECTIVE OF POSITION

First line Service Desk support for all credit union staff. Assist staff in the operation of standard desktop equipment including computers, printers, and all connected peripherals. Assist staff with usage of all desktop software including, but not limited to, Windows operating systems, Microsoft Office applications and financial software. Assist Desktop team with remote and onsite software delivery and hardware deployment preparations. Develop any related technical documents, policies, and procedures ensuring all documentation meets compliance requirements and is properly maintained.

ESSENTIAL JOB FUNCTIONS

1. Service Desk Support
   1. Provide technical support to credit union staff via Service Desk ticket system, phone, email, and remote support tools.
   2. Document all support requests received in Service Desk ticket system and quickly diagnose and resolve issues, routing them to the 2^nd tier support personnel for resolution when required.
   3. Build, maintain and share Service Desk knowledge base for common problems, solutions, and troubleshooting techniques.
   4. Assist with the production of Service Desk status reports and summary analysis regarding overall ticket performance, reoccurring issues, etc.
   5. Provide assistance to members as needed to address IT related issues.
2. Hardware and Software Support
   1. Diagnose phone system issues including voicemail, user operational issues, and adds/moves/changes. Routing advanced issues to Service Desk Administrator for resolution or advanced programming.
   2. Manage credit union digital marketing displays ensuring displays are properly configured and online. Ensure marketing campaigns are properly scheduled and functioning properly.
   3. Assist desktop team with client systems installation including operating system, software installation, maintenance, and pre deployment preparations using remote and onsite management and deployment tools.
   4. Track and verify receipt of all IT hardware delivered to office location; and works with appropriate IT manager or owner to process inter-office delivery.
3. Perform daily windows and core systems processing as required.
4. Develop and maintain any documentation, policies, and procedures required ensuring that they meet compliance requirements.
5. Provide staff training when necessary to assist with issue avoidance thru proper knowledge transfer.
6. Work with outside providers to address any issues or questions that may arise.
7. Maintain knowledge of managed systems and environment thru self-study and other approved training opportunities.
8. Participate in departmental on-call scheduling as well as weekly maintenance window schedules.
9. All other duties as assigned.

RELATIONSHIPS AND CONTACTS

Supervise Approximately: None

Reports to: IT Manager Desktop Systems and Support

Contacts: Frequent contact with other employees, departments, and outside vendors. Some contact with members.

Qualifications

JOB SPECIFICATIONS

EDUCATION

• High School diploma

EXPERIENCE

• One (1) year prior experience in the Customer Service field.
• Proven experience as a help desk technician or other customer support role
• Working knowledge of office productivity products
• Good understanding of computer hardware
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented

PHYSICAL

Position involves wrist/hand manipulation; good visual acuity for detail work; ability to bend stoop on a regular basis; reach overhead and lift to 50 pounds. Vision abilities required by this job includes close vision for frequent viewing of computer monitor and review of documents. Must possess a valid Texas driver’s license, means of transportation and be able to travel independently.

MENTAL

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must have a strong ability to read and carry out various written instructions and follow oral instructions. Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Periodic after hours work required.

EQUIPMENT

Microsoft Windows desktop operating system and Microsoft Office applications. Must have a strong working knowledge of Microsoft Windows operating systems, Microsoft Office Software (with emphasis on Excel, Word, PowerPoint, and Outlook), and Desktop computers, tablets, smartphones, printers, calculator, and copy machine.

The above statements reflect the general details considered necessary to decide the principle functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.