Help Desk Technician at Michigan Schools and Government Credit Union

Troy, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

15 Sep, 26

Salary

19.7

Posted On

17 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, Hardware Support, Software Installation, Network Problem Resolution, End-user Training, Active Listening, Decision Making, Asset Tracking, Preventative Maintenance, User Account Management, Communication Skills, Problem Diagnosis

Industry

Banking

Description

Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for more 70 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 24 branch offices in south east Michigan, over 450 team members, 150,000 members, $4 billion in assets, and a 97% member satisfaction rating for two decades. We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. Our dedication to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press thirteen years in a row. If you have a passion for helping people and providing exceptional and dependable service, we want you on our team! Information about our comprehensive total rewards package can be found here [https://www.msgcu.org/careers/benefits]. Overview of Responsibilities: Answers IT help desk calls and provides technical software, hardware, and network problem resolution for all MSGCU team members by performing problem diagnosis and guiding users through step-by-step solutions. Clearly communicates technical solutions in a user-friendly, professional manner and provides one-on-one end-user training as needed. Essential Duties and Responsibilities: * Provides IT help desk support for all MSGCU team members in areas such as hardware and software. Ensures problems are resolved quickly without significant interruption to member service. * Diagnoses and resolves PC hardware and software problems including printing, peripherals, hardware, and software performance. * Monitors and reports status of any open or on-going help desk tickets or projects. * Investigates and reports trends in help desk calls and tickets. * Assists in creating and maintaining user profiles/passwords on the network and e-mail systems. * Assists with user access problems such as user password resets and user account unlocks. * Assists with managing and monitoring branch hardware, PC workstation, and peripheral inventory. * Maintains, supports, deploys, and tracks hardware and software assets. * Researches, assesses, and makes recommendations regarding new technologies to enhance user experience. * Performs periodic preventative maintenance on desktop computers and branch equipment. * Assists IT Technicians with configuration and deployment of PC hardware and peripherals. * Assists with installation and maintenance of software programs on desktop and laptop computers. * Coordinates timely repair of MSGCU communication circuits by reporting trouble to appropriate third party vendors and monitoring status of any open repair tickets. * Assists in the documentation of department policies and procedures in collaboration with manager. Essential Knowledge, Skills, and Abilities: * Member Focus: Uses active listening skills to gain insight and understanding into the needs of team members in order to troubleshoot and resolve problems. * Decision Quality: Separates opinions and facts, seeks input from relevant sources, and uses appropriate decision-making criteria to make timely, well-informed decisions. * Action Oriented: Takes on new opportunities, unfamiliar tasks, and tough challenges with a sense of urgency and enthusiasm. Prioritizes and separates work into efficient workflows and effectively deploys IT resources. Holds self-accountable to meet commitments, helps others achieve objectives, and persists despite obstacles or setbacks. * Communicates Effectively: Communicates effectively with technical and non-technical audiences; readily adapts approach based on the situation. * Instills Trust: Builds relationships and gains the confidence of others by modeling honesty, integrity, authenticity and behaviors that align with organizational values. Exemplifies courage by stepping up to address difficult issues. * Self-Development: Learns quickly through experimentation when facing new situations and actively seeks new ways to grow using formal and informal development channels. * Above average knowledge of computer hardware (desktop and peripherals) * Average or better knowledge of Information Technology, including backups, redundancy, security, etc. Essential Preparation and Experience: * Associate degree or certifications in related field or the equivalent combination of education and relevant work experience ; and * 1 year information technology experience. * Minimum high school diploma or GED required Working Conditions: * Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors. * Occasionally required to travel throughout MSGCU's service area as business needs require. * Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk. * This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 30 pounds. * Normal working hours will be MSGCU’s standard branch and administrative office hours of operation, however, occasional after-hours maintenance and flexibility to be on call before/after normal work hours, including weekends and holidays, is required. Compensation and Benefits: Competitive salaries are just the starting point for MSGCU team members. We also champion our team members with generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job. * Base hourly pay begins at $19.70 / hour * Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family) * If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k) * You will enjoy 13 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)

Responsibilities

Provide technical support for hardware, software, and network issues for all team members via the IT help desk. Manage user accounts, maintain hardware inventory, and perform preventative maintenance on branch equipment.