Role

The I.S. Technology Specialist level I will provide technical support to end-users that includes multiple systems such as but not limited to desktop PC’s, laptops, Mobile devices, Polycom Phones, printers, peripheral devices, Active Directory, Microsoft Windows and core applications used by the Credit Union. Log and track all technical support requests in the help desk application, ensuring that all requests are responded to, followed up and closed out in a timely and efficient manner. Collaborate with other IT Teammates and 3rd party partners to identify and resolve complex technical issues. Develop and maintain documentation accuracy of departmental processes and application configuration procedures. Traveling required to branch locations to conduct equipment installation and/or repairs. The position will report to Los Alamitos Headquarters Tuesday through Saturday.

Major Duties and Responsibilities

HELP DESK SUPPORT:

• Position will report to Los Alamitos Headquarters Tuesday through Saturday.
• Provide technical support to end users via phone, email, chat, or in -person.
• Travel to branch locations and conduct equipment installation and/or repair.
• Log and track all support requests in the help desk application.
• Add/remove/edit Asset Management such as printers, laptops and other devices in Manage Engine Service Desk.
• Provide timely and effective communication to associates and teammates regarding technical resolutions.
• Escalate technical issues to appropriate teams or specialists as necessary.
• Collaborate with other IT Teammates to identify and resolve complex technical issues.
• Coordinate and schedule maintenance with 3rd party vendors for devices such as printers, scanners and mobile devices (Verizon).
• Create and update existing process/application documentation that aids the Help Desk Support in daily, monthly, quarterly functions.
• Responsible for managing and executing the Onboarding and Offboarding process from start to finish. Provide and/or remove appropriate access to systems, applications and prepare hardware such as PC’s, Laptops, Phones, if applicable.
• Perform other related duties as assigned.

PROJECTS:

• Will be responsible for project deliverables that are assigned by Management.

Knowledge and Skills

Experience: Two to Four years of similar or related experience.

Education: BA/BS college degree or related experience

Interpersonal Skills:

• Significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature.
• Ability to motivate and/or influence others.
• Contention with Outside contacts which is important and necessary in fostering sound relationships with other entities (companies and/or individuals).

Other Skills:

• Good understanding of computer systems, mobile devices and other tech products.
• Basic understanding of network fundamentals preferred.
• Strong experience working in an agile enviroment required.

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