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IT Service Desk Engineer I

2 months ago

WinstonSalem, United States Truliant Federal Credit Union Full time

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The IT Service Desk Engineer I acts as the initial support contact for technology issues from internal staff.  The Engineer I is expected to troubleshoot, resolve or escalate these problems or issues and documents issue details and their resolution.  It is of critical importance for the Engineer I to possess excellent interpersonal communication skills to support the delivery of outstanding white-glove service in a team-based environment. The Engineer I must be able to explain technical concepts or procedures in a clear, concise and easy-to-understand manner for an employee-base who utilizes a wide variety of applications and systems. This position participates in the on-call rotation with after-hours and weekend support.

Essential Functions and Responsibilities

  • Answers, evaluates and prioritizes incoming telephone, voicemail, email, and in-person requests for employees experiencing technical problems.
  • Provides first level technology support with problem resolution to include all technical areas such as computers, printers, video, applications, conference room, network access, wireless, mobile devices, etc.
  • Approaches problem solving from an overall solution perspective.
  • Resolves issues in a timely, respectful, considerate and concerned manner.  
  • Escalates issues as needed to IT Service Desk Engineer II and other appropriate IT staff and follows up to ensure immediate resolution of critical issues.
  • Ensures proper documentation is created for all IT trouble tickets as they occur.
  • Assists IT Service Desk Engineer II to develop, implement and maintain solid documentation for knowledge management and internal procedures and processes.
  • Actively monitors the Service Desk ticketing queue and SLAs as part of an on-call rotation to ensure service-level commitments are being met.
  • Actively maintains contact with employees with progress updates of escalated issues.
  • Coordinates setup of new user accounts across multiple platforms, employee hardware deployments and upgrades.
  • Participates in the technology onboarding of new employees, introducing them to and training them on their individual desktop computing needs and tools, while explaining our basic IT interaction processes and procedures.
  • Works remotely with employees to troubleshoot hardware and software issues, coordinating and continually interacting with support personnel and vendors that resolve issues related to software, hardware, and network.
  • Provides support to employees using VMware Horizon clients and vSphere management console.
  • Participates in a weekly on-call rotation including after hours and weekend support.
  • Provides support for all branch operations hardware including zero client, printing, signing, scanning peripherals, cash dispensers cash recyclers (TCRs) as part of daily operations and the on-call rotation.
  • Assists with supporting telecommunications local area and wide area networks, including voice and data.
  • Coordinates and communicates with vendors when issues arise with 3rd party vendor applications.
  • Configures, troubleshoots, deploys and maintains mobile devices (iPad, iPhone, Android).
  • Other Duties and Responsibilities
  • Assists with other tasks and projects as assigned
  • Prioritizes and schedules tasks accordingly. Escalates problems (when required) to the appropriately experienced technician.

Knowledge, Skills, and Abilities

  • Understanding of Desktop Operating Systems from Microsoft Windows, particularly Windows 10 required
  • Understanding of Windows Active Directory is required
  • Understanding of Microsoft Exchange is preferred
  • Understanding of virtual environments and experience with VMware required
  • Understanding of PC hardware and software including hands-on troubleshooting
  • Understanding of Microsoft Desktop applications, specifically Office platforms, Internet Explorer, and Google Chrome is required
  • Must have ability to conduct research into hardware and software issues and products
  • Must have excellent communication skills in English, both verbal and written, and possess the ability to clearly communicate technical concepts to non-technical people
  • Must have ability to recognize, analyze, and effectively solve problems in a timely and organized manner
  • Must be detail oriented and well organized
  • Must be able to work in a general office environment
  • Must be flexible and able to shift resources and priorities
  • Must be able to maintain a professional attitude even during stressful situations
  • Must be able to complete all assignments with minimal supervision
  • Must possess an outstanding commitment to providing excellent white-glove service

Physical Requirements

  • Occasional travel within NC, VA and SC may be required for on-site support; Must have a valid driver’s  license and be able to travel between Truliant FCU locations as needed
  • Occasional standing, walking, bending, and stooping required
  • Must be able to sit at a desk for long periods of time and use a computer
  • Must be able to moderately lift or move up to 10 pounds and occasionally lift or move up to 40 pounds

Education and Background

  • Bachelor’s degree or Associates degree in IT related field or 3 years equivalent experience required in lieu of degree
  • Minimum of 2 years of experience in an IT Service Desk Engineer capacity is required
  • Working technical knowledge of Microsoft Windows, current network protocols and standards, laptops, printers, MS Office products and VMWare
  • Experience working in a team-oriented, collaborative environment is required
  • A+ or industry standard laptop/desktop certification preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant 

As a member of the Truliant family, you will enjoy the following full time benefits:

  • No-cost employee Medical, dental, vision coverage
  • Prescription benefits (including mail order)
  • Paid holidays and Paid Time Off (PTO)
  • 401(k) plan with contribution matching  
  • Paid community involvement volunteers hours
  • Paid group life Insurance
  • Teammate loan discounts
  • Tuition reimbursement
  • Short and long-term disability
  • Health & Wellness program
  • Teledoc (physician video conferencing)
  • Onsite fitness facilities or health club reimbursement
  • Employee Assistance Program (EAP)
  • Medical flexible spending account
  • Dependent care flexible spending account