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Help Desk Technician

3 months ago

Midland, United States My Community Credit Union Full time
Job DescriptionJob Description

Summary:

Provides first-level support for all staff via email, phone, or in person. This includes receiving, prioritizing, documenting, and actively resolving end user help requests via ticketing system and to prioritize support requests and reassign to support technicians as necessary. Maintain effective communications and working relations with all staff. Maintain a high level of working knowledge related to technology assets and operational procedures.

Essential Functions & Responsibilities:

  1. Receives incoming Help Desk calls and emails. Logs and prioritizes all requests using company-approved ticket tracking software.
    • Conducts an initial evaluation of requests, helping "first-level" support for computer and software applications.
    • Refers "next level" support issues to appropriate staff.
  2. Installs, configures, tests, maintains, monitors, and troubleshoots end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.
    • Provides desktop support by assisting in workstation computer deployment from approved images for colleagues.
  3. Maintains a high level of knowledge related to company software, usage policies, and standard procedures.
    • Supports technicians in the servicing of work orders as needed.
  4. Assists in maintaining inventory and tracking of all IT equipment.
  5. Processes employee termination orders from Human Resources and executive management.
  6. Performs other duties, as assigned.

Performance Measurements:

  1. Ensures that Help Desk service requests are addressed in a timely manner.
  2. Effectively evaluates and addresses first-level support issues. Next-level support issues are evaluated properly and forwarded to the appropriate team member for resolution.
  3. Maintains a high level of knowledge related to company software, usage policies, and standard procedures, sufficient for meeting the needs of the department and the credit union.
  4. Demonstrates and maintains knowledge and skills sufficient for meeting hardware and software installation and maintenance responsibilities.
  5. Consistent in diagnosing, troubleshooting, resolving, and documenting hardware and software network problems in a timely and accurate fashion.
  6. Completes assigned responsibilities in a timely manner, meeting deadlines and service standards.
  7. Establishes and maintains professional and effective communication, coordination, and working relations with staff, management, and vendors. Consistently demonstrates the communication of technical information to non-technical personnel.
  8. Complete all required compliance/operations training in a timely manner.

Knowledge and Skills:

  1. Experience
    • Six months to two years of similar or related experience with Microsoft Windows desktop operating systems, especially Windows 10 and Windows 11 OS in a corporate Active Directory Environment, strong knowledge of Microsoft Office products and other common business applications.
    • Six months to two years of similar or related experience troubleshooting, diagnosing, and resolving a variety of technical issues.
  2. Education preferred but not required
    • Graduation from an accredited senior high school or equivalent or GED required.
    • 1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program preferred.
  3. Skills
    • Passion for problem-solving and customer service.
    • Ability to coordinate with other staff, departments, officials, and the public.
    • Ability to communicate ideas and instructions clearly and concisely.
    • Ability to solve problems and make decisions in a high intensity environment.
    • Ability to interact professionally with staff.
    • Ability to produce documentation and provide guidance and technical direction.
    • Ability to work with system users and technical personnel to develop support standards.

Physical Requirements:

  1. Constantly repeating motions that may include the wrists, hands and/or fingers. This includes but may not be limited to keyboarding, writing, and filing.
  2. Constantly remaining in a stationary position, often sitting for prolonged periods.
  3. Occasionally adjusting or moving objects up to 75 pounds for various needs.
  4. The person in this position constantly communicates in person and in writing with members, managers, and colleagues. Must be able to exchange accurate information in these situations.
  5. The ability to observe details at close range to assess the accuracy, neatness, and thoroughness of the work assigned.

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