Address
Form of workPRIMARY RESPONSIBILITIES
- Embody the Credit Union's core values of Trust, Integrity, Teamwork and Making a Difference and ensure that new employees understand and embrace these core values.
- Administer and maintain end user accounts, permissions, and access rights.
- Receive, respond, and document incoming calls and/or e-mails regarding desktop problems.
- Provide tier II support for ticket escalations
- Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
- Perform post-resolution follow ups with end users as required.
- Develop help sheets, documentation, and FAQ information for end users, IT, and the CU.
- Assists in the development of IT operational procedures and checklists
- Creates and deploys software packages according to Change Management best practices.
- Assists in developing long-term strategies and capacity planning for meeting future IT asset needs.
- Monitor, investigate, and remediate anti-virus system alerts
- Performs audits of IT systems, software, and accounts
- Monitors IT assets and proactively resolves issues
- Monitors IT system updates and patches systems according to industry best practices
- Reviews vulnerability & audit reports and remediates findings
- Evaluates documented resolutions and analyze trends for ways to prevent future problems.
- Assist in daily operation of IT systems.
- Assists in delivery of Support Solutions projects
- Maintain strict confidentiality and adhere to information security best practices.
- Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control, in addition to all company policies.
- Performs other duties as assigned.
