Helpdesk Technician

Provide first-level remote support to resolve end-user issues and assist in supporting and maintaining in-house technology systems and equipment. Perform, monitor, and report on day-to-day data center host operations. Perform the installation and modifications of support hardware and software installs, as needed. Work with outside technical resources and vendors for installations and problem resolution.

Essential Duties and Responsibilities: 

1. Provide computer system and application help-desk support by assisting end-users with software/hardware problems and inquiries. Resolution for problems are tested to ensure problems have been adequately resolved.
2. Under general supervision, provide diagnosis of minor to complex problems of equipment or application failure. 
3. Provide core processor support for daily, weekly, and monthly processing routines on a rotating schedule.  
4. Install, configure, test, maintains and monitor, end-user hardware/software, peripheral devices, printing/scanning devices, presentation equipment, and other products. Document all actions/activities performed.
5. Monitor, maintain and report system performance on the Credit Union’s core system to the Network Manager as needed.
6. Make recommendations to supervisor in setting Credit Union personal computer standards. 
7. Maintain Credit Union personal computer (PC) and peripheral device inventory.
8. Prioritize and escalate problems to the appropriate person(s) when necessary.
9. Establish new users, deactivate users, and assign employees to security levels on all network and software systems according to established guidelines/procedures. Maintain log of user and security level assignments.
10. Set up and configures new personal computers and reconfigures existing PCs according to standards.
11. Assist the IT Department to accurately maintain business continuity and disaster recovery plans and other documentation, network diagrams, application flow charts, and risk assessments. 
12. Prepare various types of correspondence, complete/create required reports/records accurately and promptly, and perform other administrative duties as necessary.
13. Keep supervisor informed of area activities and any significant problems or concerns.
14. Assist area personnel and other departments/branches as needed in compliance with IT Department Personnel Quality Service Standards.
15. Develop and maintain effective working relations with coworkers, vendors, trade professionals, and other business contacts.
16. Keep work area clean, secure, and well maintained.
17. Stay abreast of technology trends and changes and remain compliant with all programs, policies, procedures, and regulations.
18. Maintain confidentiality of Credit Union/member/employee information in accordance with policies.
19. Complete special projects and other duties as assigned.
20. Maintain regular work attendance.
21. Provide after-hours and weekend on-call support and batch processing for Credit Union systems on a rotating basis.

1. High school diploma or equivalent.
2. Understanding of PC hardware and operating systems software.
3. Understanding of application software and methods to adapt software to users’ needs (including but not limited to Microsoft and other desktop applications).
4. Microsoft Certified Professional, A+ certification, or demonstrable skills in Operation/PC support.
5. Excellent collaborative skills and the ability to develop and maintain positive working relationships are essential.
6. May be required to work evenings or weekends. 
7. The ability to lift and carry equipment up to 50 pounds in weight.
8. Knowledge and understanding of the mission and vision of the Credit Union. Strictly adhere to the Credit Union’s policy of confidentiality, security, professional conduct and dress.