Information Technology Help Desk Associate

Job Description

Job Description

RadiFi Credit Union is seeking an IT Help Desk Associate to provide standard IT support services to associates. Keeps the PCs, printers & peripherals operating efficiently and assures that computing standards are implemented and enforced. Troubleshoots and resolves standard help desk tickets.

Status:Full-time (Approximately 40 hours per week)

Major Duties and Responsibilities:

• Must comply with all company policies and procedures, applicable laws and regulations. Complete all regulatory and required training according to the deadlines established.
• Create and maintain user accounts on networks and applications. Give proper permissions as established, process onboarding and onboarding of users, based on HR Request.
• Install, configure, maintain, and troubleshoot PC hardware and peripherals. Maintain documented resolutions and operating procedures. Work independently in trouble-shooting problems and researching capabilities of current or proposed products.
• Respond to internal tickets and coordinate with the Network Manager to come up with solutions to deliver a sound and stable computing infrastructure; providing exceptional support while demonstrating a sense of priorities.
• Performs other job related duties as assigned.

Knowledge and Skills

Experience:

One to three years of similar or related experience troubleshooting PC’s, printers, scanners, Windows 10 operating system, MS Office applications, installs, moves, adds, and changes. Proven Customer service experience is required.

Education/Certifications/Licenses:

A two-year college degree OR High school Diploma and IT related Certificate (A+/Network+ or Higher).

Interpersonal Skills:

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

Other Skills:

Must be able to work and travel independently and use general office equipment. Follow all Credit Union safety policies and procedures. Provide Tier 1 help desk support and resolve problems to the end user’s satisfaction. Basic knowledge of network, IP, DNS.

ADA Requirements

Physical Requirements:

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 40 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel o???? site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions:

Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

Mental and/or Emotional Requirements:

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Acknowledgment

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.

We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.