Desktop Support Technician I

Description

YOUR PURPOSE

Primarily responsible for providing end-user assistance and support to maintain Horizon Credit Union’s desktop and mobile computing environment. This includes imaging, installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and peripheral equipment to ensure optimal workstation performance and efficiency. Using devised work methods and procedures, serve as a Tier 1 contact responsible for delivering technical support, troubleshooting, and/or resolving hardware, software, or other client technology issues. This position is also responsible for monitoring support and service delivery requests submitted either by phone, email, or other formats. 

YOU ARE RESPONSIBLE FOR

Desktop Support

• Diagnose technical issues associated with client hardware, software, and operating systems; determine the root cause and classify incident or problem; and prioritize, solve, and/or escalate as appropriate
• Manage all assigned work and tickets promptly
• Track, route, and escalate (as appropriate) technical issues and service requests tickets, and document resolution
• Image and deploy new computer hardware and peripherals across the organization, including all branches and admin locations
• Install and update the operating system and deployed applications
• Update master images with current OS, applications, and patches
• Develop and identify alternative or more efficient methods for completing and automating tasks to include correcting user errors and system anomalies
• Assist in daily system monitoring, verifying the integrity and availability of all hardware, server resources, and systems. Will ensure successful completion of key processes such as backups and escalate as appropriate
• Participate in on-call rotation   

IT Support

• Serves as the first point of contact for end-users seeking technical assistance over the phone, email, or ticketing system, providing cradle-to-grave end-user technical support for staff
• Perform troubleshooting, in-person or remote, (telephone, email, Teams, in-person) through diagnostic techniques and pertinent questions
• Determine the best solution through the problem-solving process
• Triage and escalate unresolved incidents to the next level of support
• Respond to service requests per established SLA
• Provide accurate information for all IT products and services
• Record, follow-up, and document all incidents, problems, requests, and update client and ticketing system with status and relevant information
• Identify and suggest possible improvements for procedures

Documentation & Product Management

• Document procedures, standards, best practice configurations, settings, installation sequences, backup, and recovery instructions
• Maintain inventory of all deployed equipment (desktops, laptops, printers, phones, etc.), installed software, and other issued/deployed physical assets
• Adhere to information security and software licensing policies, and document usage to remain in compliance
• Update support knowledge base articles as needed

Compensation

At Horizon Credit Union, we believe in attracting and retaining talented team members who embody our CORE Values of Capability, Optimism, Responsibility and Empathy. Our pay values are reflected in our compensation philosophy which rewards individual performance and the potential to contribute to our teams’ overall success long-term.

The full pay range for this position across all the states in which we hire is $22.40-$31.35. The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate’s experience, education, and skill level.

Benefits, Perks, and Other Good Stuff

We know there’s more to life than just a job. Our benefits are designed to help support our employees and their well-being. Take a look at what we have to offer:

• Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families
• Telemedicine for part-time employees
• Paid Group Life and Disability Insurance 
• Employee Assistance Program
• Tuition Reimbursement Program
• 401K Retirement Savings
• Employer 401K Retirement Contributions & Matching upon eligibility
• Discretionary Annual Incentive Bonus based on eligibility criteria
• Paid Time Off per Full Calendar Year:
• 10 hours of PTO per month (prorated for reduced full-time and part-time)
• Paid Birthday Holiday
• 2 Paid Wellness Days
• Up to 24 hours of Paid Volunteer Time annually
• 11 Paid Holidays
• And More!

Requirements

Education & Experience 

Associates degree in Computer Science, or a combination of one-year equivalent training and/or experience as a desktop or operational support specialist. Plus, two years’ experience working with and supporting client technology and Windows operation systems, which also includes printers, and network devices

• Demonstrated experience in the following:
• Experience working with and supporting Microsoft business productivity software, such as Office365, Microsoft Visio/Project
• Experience working in IT ticketing systems (responding, assigning, closing, and following up on incidents, problems, and service requests)
• Maintaining, configuring and deploying desktop images 
• Basic understanding of networking to include wireless, wired, & security
• Experience with Microsoft Active Directory, DNS, and print services
• Basic understanding of scripting, virtualization, and enterprise storage
• Certifications: Active CompTIA A+ certification or ability to obtain one within 90 days of employment., ITIL Foundations, or Microsoft IT Support preferred

Capabilities

• Provides excellent customer desktop support for desktop applications and devices such as printers. This includes fast response rates with accurate and thorough resolutions
• Communicates technical issues verbally and in writing to non-technical staff along with producing support documentation
• Works well in a team environment, builds consensus, and motivates others
• Thinks critically, analytically, and solves problems under pressure
• Periodically able to work nights and weekends for technology rollout and maintenance purposes 
• Highly capable to read, analyze, and interpret general business processes, periodicals, professional journals, technical procedures, or governmental regulations  
• Writes reports and business correspondence 
• Defines problems, collect and analyzes data, establishes facts, and draws valid conclusions supporting business objectives  
• Clearly explains complicated procedures in a simple and understandable manner (both oral and written)
• Self-directed and possesses the ability to work independently and balance competing priorities.

ABLE TO

To perform the essential functions of this position an employee must be able to meet the following demands: ability to converse with others, detect sound, identify and detect objects, count, read, write, operate a computer, handle and feel objects, reach with hands/arms and be stationary and/or stand and/or move for long periods of time. Occasionally an employee will lift/pull/push and carry up to 25 to 50 pounds, stoop, kneel, crouch, crawl, climb and be able to maintain balance doing these activities. Position requires sound reasoning, good judgement and ability to apply knowledge toward work activities. The noise level is moderate and typical of a normal office environment. In accordance with the Americans with Disabilities Act, Horizon Credit Union will provide reasonable accommodation/s to qualified individuals with disabilities to perform the essential functions, unless such accommodations would cause the employer an undue hardship. To request an accommodation, please contact Human Resources.

 ABOUT THIS JOB DESCRIPTION

The statements in this job description are intended to describe the essential functions and minimum qualifications for this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required. Job descriptions are not intended nor do they create an employment contract and are subject to change at any time to accommodate business necessity. The Credit Union maintains its status as an at-will employer where applicable. In support of Horizon CU’s goals employees may perform other duties as assigned and all employees are expected to:

• Exemplify our CORE Values
• Promote teamwork and collaboration 
• Provide our members with the highest quality service