It Service Desk Technician

Are you looking to have a positive impact on people in your community?  Connex Credit Union is looking for diverse talent who are motivated to improve the financial well-being of others.  We’re a company with a long and successful history where trust is important and exceptional customer service is the standard.  We are committed to our employees, our members and the communities we serve.  If you want to make a difference and be part of a growing, inclusive organization, join us in our mission.

Benefits:

• Competitive compensation.
• Medical, Dental and Vision coverage.
• Paid time off.
• 401K contributory plan with company match.
• The opportunity to become involved in community outreach.

To keep computer systems operating efficiently, securely and ensuring that computer standards are implemented and enforced; extend technical support services to staff and members.

Essential Functions and Responsibilities: Includes the following and other duties may be assigned.

• As an IT Service Desk Specialist, you will be responsible for providing advanced technical support and troubleshooting for end-users experiencing computer-related issues. You will work closely with Tier 3 support, as well as collaborate with other IT professionals, to ensure timely and effective resolution of technical problems.

• Collaborate with other IT teams, such as network administrators and system administrators, to address complex issues.
• Workstations, servers, phone systems and networks (LAN and WAN) at all locations.
• Hardware and Software management including but not limited to patching, upgrading, and maintenance.
• Investigate, analyze, and solve software and hardware problems efficiently and accurately.
• Escalate issues to higher-level support or other IT professionals when necessary.
• Installs, supports and assists managing the hardware/software/network components.
• Responds to and develops solutions for component failures and complex technical problems in all areas to deliver a sound and stable network infrastructure.
• Create and maintain detailed documentation of support processes, troubleshooting steps, issue resolution procedures and Frequently Asked Questions (FAQs) documentation such that repetitive tasks can be automated, resolved and communicated, mitigating repeat occurrences.
• Communicates concisely and effectively with end-users (employees and members of the credit union) in solving problems.
• Any tasks and projects as deemed necessary.

Performance Measurements (if applicable):

1. To troubleshoot hardware and software problems in a timely manner, measured by departmental service level metrics (SLM).
2. To provide resolutions while taking schedules and deadlines into consideration.
3. Provide training and guidance to end-users to enhance overall IT literacy and reduce recurring issues.
4. To provide friendly, professional, and accurate service and support to all members and associates.
5. Communicate technical solutions to non-technical users in a clear and understandable manner.
6. To install appropriate hardware or software within the specified time frames.
7. To maintain, and add to, technical knowledge of computer hardware and software to ensure the credit union has the ability to achieve its goals as outlined in the current operating plan.
8. Excellent verbal and written communication skills.
9. Ability to convey technical information to non-technical users effectively.

Qualifications and Requirements:

• Minimum of 2 to 3 years of experience in a helpdesk or technical support role, with a focus on Tier 2 responsibilities.
• Completion of a specialized course of study at a business or trade school or completion of in-house training or apprenticeship.
• Experience in hardware and software support; Windows, and networking experience is mandatory.
• Ability to diagnose problems and travel to local locations.
• Must be able to install, troubleshoot and support software, PCs, servers, and networks.
• Ability to lift 50 pounds.
• Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.