OVERVIEW

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.
PenFed is hiring a Workforce Technology Tech I to work onsite at our San Antonio, Texas service center. The primary purpose of this job is to ensure that PenFed IT customers receive exceptional service and technical support.

QUALIFICATIONS

Equivalent combination of education and experience is considered.

• Associate’s Degree in Information Technology or a related field is preferred.
• Minimum of two (2) years’ of experience in IT Customer Service is required; three (3) or more years’ preferred.
• Strong knowledge of Windows and iOS operating systems, and Microsoft Office Suite products.
• Strong knowledge of personal computer hardware, including laptops, desktops, monitors, keyboards, mice, printers, scanners, fax machines and iDevices
• Basic knowledge of TCP/IP and LAN switches.

ABOUT US

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.
We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Provide excellent service while fulfilling IT customer requests or resolving IT customer problems.
• Respond to requests for technical support in a timely, professional manner and facilitate immediate resolution when possible.
• Perform installations, upgrades, and decommission of IT equipment used by the workforce. These items include but are not limited to: laptops, desktops, MFP, fax machines and mobile devices.
• Be familiar with and follow team policies, processes and procedures.
• Provide technical support and assist IT customers in the use of hardware and software.
• Resolve routine hardware and software problems using diagnostic tools to troubleshoot equipment, network, or application errors; engage other departments for more complex problems.
• Image and configure workstations in accordance with PenFed standard operating procedures.
• Provide technical support to board members and corporate officials for PenFed provided hardware devices and software as needed.
• Provide infrequent hands on support to other departments during implementations and problem resolution.
• Provide timely and accurate updates to PenFed’s incident, request and problem management system.
• Serve “on-call” shift as assigned.