Helpdesk Technician

Department:  Information Technology

Days of Work: M-F with occasional Saturday morning hours (approx. once every 4 weeks)

Starting salary range: $23-$25 per hour based on experience

Location: Rochester, MN

FLSA Status: Nonexempt

Schedule: Full time

Hours/Pay Period: 80 

Remote Worker: No

Job Summary

The Helpdesk Technician provides first level IT systems support and service to Mayo Employees Federal Credit Union (MEFCU) users. Typical job functions of this position include but are not limited to: providing excellent service, timely support, and relevant education to system users on MEFCU IT systems; assisting with IT system installation, troubleshooting, maintenance, and reporting in accordance with established procedures, schedules, and practices; and maintaining helpdesk activity records and performing inventory of IT supplies and equipment. This position provides on-call rotational support as scheduled.

Organizational Relationships

The Helpdesk Technician reports to the Chief Information Officer (CIO). This position works collaboratively with MEFCU staff and members.

Duties and Responsibilities

Provides excellent service, timely support, and relevant education to end users on IT systems.

• Acts as the first point of contact for hardware, software, and other problem reporting.
• Works collaboratively with other departments on assigned projects with technical needs. 
• Develops and maintains positive working relationships with technical and non-technical end users.
• Collaborates with internal IT employees and/or vendors to resolve issues; escalates issues to other team members or CIO as appropriate.
• Assists with the onboarding of new users and administration of user’s rights and access to the network and other IT systems.
• Provides education and training to employees on IT systems as needed.
• Installs and supports specialty software as needed.

Assists with IT system installation, troubleshooting, maintenance, and reporting in accordance with established procedures, schedules, and practices.

• Installs, maintains, and troubleshoots IT systems used by the credit union. 
• Assists with testing, patching, upgrades, and regular maintenance of IT systems, including applications, hardware (e.g., workstations) and equipment.
• Maintains the confidentiality, integrity and availability of IT systems and data.
• Assists with monitoring and reporting of systems performance and security measures.
• Assists with troubleshooting and maintenance of ATM systems. 

Maintains helpdesk activity records and performs inventory of IT supplies and equipment.

• Creates and maintains accurate, detailed, and timely Helpdesk technical documentation and reports.
• Maintains inventory of IT supplies and ensures IT supplies room is clean and stocked.

Performs other duties as assigned or necessary.

Education and Experience Requirements

A high school diploma or equivalent AND at least two years of experience in an IT helpdesk environment OR at least one year of current work experience using MEFCU systems and technology.

OR

An equivalent combination of education and experience may also be considered.  

All employees must be bondable by MEFCU’s insurance policy. Continued employment is subject to maintaining favorable bondable status per insurance standards.

Desirable Qualifications

• Associate or Bachelor’s degree in Information Systems, Computer Science, or related field
• Industry recognized technology-related certification (e.g., CompTIA A+)
• IT and Information Systems knowledge/experience
• Proficiency with Microsoft Office / M365 products
• Experience working with a wide range of people and a strong background in service excellence and credit union philosophy.

Knowledge, Skills, and Abilities

Employees in this position are expected to possess and demonstrate the following knowledge, skills, and abilities throughout their employment:

Knowledge of: Windows based workstations; Active Directory; user administration; Microsoft 365 (Office, Excel, Teams, etc.); application installation, configuration, and maintenance; proper testing methodology; current computer technology, software, hardware, web/cloud resources, and networks; and credit union products and services.

Skill in: delivering excellent customer service; communicating effectively (verbal and written) with others; developing good rapport with a diverse group of people; analyzing data; troubleshooting complex technical issues; organizing work tasks and priorities; and managing time effectively.

Ability to: work cross-functionally throughout all business segments; provide technical support to credit union staff; identify staff expectations; deliver excellent customer service; deal with complex problems; and create and maintain technical and procedural documentation.

Physical and Environmental Criteria

The physical effort required to perform this position is best described as: Sedentary/Light Work - Exerting up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body and installation of technology equipment and supplies. Sedentary work involves sitting most of the time. Most of this position involves computer work, which requires fine dexterity in the continuous movement of the wrist and fingers.

Sensory requirements necessary in the performance of the essential functions of this position include sight, hearing, touch.

Environmental conditions that may exist in the performance of the essential functions of this job include: NONE (not substantially exposed to environmental conditions)

Why Mayo Employees Federal Credit Union?

Our mission of caring for our members drives what we do every single day.  Join our team and build your career in an environment where your work is valued, and you can make a difference in the lives of our members. 

The Mayo Employees Federal Credit Union offers fantastic benefits, including:

• Affordable Medical Plans
• Six Paid Holidays and Generous Accrued Paid Time Off Plan
• Employer-Paid Life and AD&D Insurance (additional voluntary coverage is available for employee purchase too!)
• Employer-Paid Short and Long-Term Disability Insurance
• Employer-Paid Health Reimbursement Account or Health Savings Account contribution
• 401k Plan with Generous Employer Match
• Tuition Assistance
• Flexible Spending Accounts
• Employer-Paid Identity Theft Insurance
• Employee Assistance Program
• Voluntary Accident and Critical Illness Insurance
• Discounted Pet Insurance Program