Address
Form of workGeneral Summary:
Under general supervision, provides support to the credit union’s information technology helpdesk function. Provides end-users with assistance and demonstrates excellent service. Works closely with other IT teams to coordinate issue resolutions and assistance with special projects.
Principal Accountabilities (95%):
- Provides Helpdesk phone coverage, logs and tracks support calls, and resolves open tickets.
- Diagnoses, researches, and resolves routine hardware and software issues. Gathers appropriate information to escalate to higher-level technicians, administrators, and /or vendors when needed.
- Installs, connects, configures, upgrades, troubleshoots, diagnoses, and repairs hardware and software for desktops, laptops, mobile devices and peripherals.
- Provides software support to include operating systems, application software, utility software and similar programs.
- Stays abreast of technical developments in the assigned area of responsibility and applies new technology as appropriate.
- Is available after normal business hours for on-call support as part of our internal on-call support rotation.
- Is available after normal business hours for projects, equipment moves, and end user testing support.
- Provides assistance to Infrastructure and Applications Development teams as required.
- Assumes the responsibility for performing daily, monthly, yearly and other scheduled tasks for production batch.
- Assumes responsibility for ensuring confidentiality of member information, assigned keys, passwords, access codes, and overall system security.
- Documents fixes in the helpdesk knowledgebase, creating and updating technical documentation, audit reports and procedures.
Secondary Accountabilities (5%):
- Provides backup support to other areas of the department as needed.
- Performs other duties as assigned.
Position Requirement and Qualifications:
Abilities:
Must be able to troubleshoot, install, connect, configure, upgrade, diagnose and remedy hardware and software issues for various technology devices. Must have excellent skills in the following: communication, research, analysis, problem-solving, detail-orientation, customer service, teamwork and time management. Must be able to work with all levels within the organization and to relay technical information in an easy-to-understand manner with end users. Must also respond timely to requests and able to determine when issue escalation is necessary.
Knowledge, Education, Certifications, Licenses:
Associate’s or Bachelor’s degree in a computer related program or relevant work experience. Advanced knowledge of windows client operating systems, hardware and software. Knowledge of server and networking concepts. CompTIA A+ or CompTIA Network+ certification is desired.
Experience:
Requires a minimum of three years of experience as Helpdesk technician. Financial institution/credit union experience in an IT environment a plus.
Working Conditions and Physical Demands:
Work is performed in a general office environment. Job requires standing, walking and reaching with hands/arms approximately 65% of the time; and, sitting, climbing, balancing, stooping, kneeling, crouching and crawling about 35% of the time.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Refer to the Safety & Health Policy found in California Credit Union’s Employee Handbook & Resource Guide.
The information contained in this job description is not exhaustive of all the duties and responsibilities associated with the job and does not alter or modify the at-will employment relationship that exists between California Credit Union and the employee. Additionally, nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
EOE
