KNOWLEDGE AND SKILLS:

Experience
One year to three years of similar or related experience. 2 years of help desk assistance experience required.
Education
(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills
Physical Requirements
While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk, and sit. Specific vision abilities required of this job include close vision and ability to adjust focus.
Work Environment
Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. May require periodic travel. There is exposure to potential hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.
In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

ROLE:

This position is supervised by the Help Desk Manager. Responsibilities to include: general technical assistance for end users, physical hardware replacements across CRCU facilities, and standard technical training for end users including general helpdesk staff, and creation of training materials and/or procedures as directed. This position is the primary escalation point for other Helpdesk staff and is considered technical lead for the Helpdesk team. The Computer Technician is also responsible for creation of new users in the CRCU organization as well as deployment of images and applications using our imaging software. Base physical and technical hardware and software configuration and deployment is required.
Adheres to all policies, procedures, and standard practices of CRCU. Adheres to Federal/State Laws, and Regulations pertaining to IT.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

E
95%

Takes ownership of Help Desk issues to include:

• Ensures efficient and effective resolution in a timely manner of all HelpIS request
• Uses and effectively trains end users on standard product use, such as but not limited to biometric sign in, account self-service, MS Office products, VDI product, MFA authenticator, Zoom, Phone software
• Responds to request with effective communication in person, via phone or electronically
• Diagnoses and resolves technical hardware and software issues
• Identifies and escalates situations requiring immediate attention so that member service is not impacted
• Responsible for deployment of all images and applications for the organization
• Ensures accurate creation of all new users
• Recognizes patterns or associated activity and provides resolution
• Determines when additional department resources are needed to assist in resolving issues
• Uses analytical, experience, and creative abilities to find and implement solutions
• Maintains effective communications within department to ensure resourceful resolution to open tasks
• Seeks collaboration across department resources to ensure HelpIS standards are met
• Tracks and routes issues and requests as appropriate
• Ensures proper documentation is obtained for all resolutions
• Teams primary resource in approval of all Helpdesk procedures
• Provides reports on routine and timely basis
• Ensures technical skillsets are kept up to date with current technology used in organizational deployments
• Ensures the HelpIS Service Standards Agreement is upheld at all times

• Travels to branch locations for:

  Technical hardware replacement/troubleshooting/correction to include: thin clients, pc’s, monitors,

  printers, sigpads, scanners, biometric devices and all other related peripheral devices

• Vendor oversight

• Follows appropriate scripts and processes for the lifecycle of HelpIS ticketing on a consistent basis
• Configuration, testing and deployment of desktop via images or new installs
• Daily monitoring of SAM and reporting of critical issues
• Daily monitoring of GAM and reporting of critical issues
• Base powershell script utilization