IT Help Desk Technician

To provide support to all OURCU internal users (some external OURCU member relations may be required) on a variety of issues. Identifies, researches and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Responsible for OURCU end user workstation installations and maintenance (routine audits of systems may be required). Provides technical support to PC users. Answers user questions and prepare training sessions on desktop related applications (Office Suite products, etc.). Trouble shoots and resolves PC operating problems. Notifies supervisor of significant problems and recurring errors in operations, supports and has knowledge of all programs used by OCCU end users (examples Correlation, Keystone, OnBase, etc.) Performs minor preventative maintenance on equipment. Perform and maintain OURCU's professional reputation.

Technical Support (55%):

• Responds to and provides day-to-day technical support to all internal OURCU users.

• Develops solutions for component failure and technical problems.

• Provides exceptional support while demonstrating a sense of priorities.

Communication (20%):

• Assumes responsibility for establishing and maintaining good communication and working relations with all OURCU internal users and management.

Troubleshooting (15%):

• Maintains IT checklists and support documentation.

• Maintains and troubleshoots computers and all computer related systems and equipment. Maintains documented resolutions and operating procedures. Reset end users.

Problem Solving (10%):

• Applies excellent problem-solving skills to efficiently diagnose and resolve system(s) problems or to reach resolution with supporting parties involved.

Performance Measurements:

1. Be responsible for answering all staff calls.
2. Manages and responds to ticket requests in a timely manner.
3. Responsible for managing service desk user accounts and related services.
4. Triage issues and assign tickets to IT staff.
5. Triage and work on end user issues.
6. Deploy new hardware, desktops, printer's scanners and headsets.
7. Remove old, deprecated hardware and recycle it.
8. Update asset lists and manage assettiger.com account.
9. Manage IT inventory and manage assets and lists related to all hardware.
10. Remove old, depreciated hardware and recycle it.
11. Maintain end user hardware and supply replacement parts.
12. Stock all inventory upon delivery and manage backroom.
13. Clean and maintain the backroom, boxes, pallets and trash.
14. Look for gaps in technology and staying proactive in supplying end users with what they need.
15. Responsible for service desk reporting and making recommendations to reduce the number of tickets.
16. Preventative maintenance on computers and peripherals.
17. Manage CBM printer account, verify total counts with the vendor.
18. Ensures that work area is clean, secure and well maintained.
19. Completes special projects as assigned.

Work Experience:

Six months to two years of similar or related experience, including time spent in preparatory positions.

Physical Demands and Work Environment:

Physical Requirements and ADA requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must by 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 with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. 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 confidential matters.

Education:

High school degree or GED required. Must possess the ability to complete Comp TIA Certification (Technology Information Associate), from within one year of hire date.

OURCU is an Equal Opportunity Employer. If you need ADP assistance and need accommodations at any time throughout the application process, please notify the Human Resources Department at HRteam@ourcu.com.

This employer uses E-Verify as part of the hiring process as outlined by the Department of Homeland Security. Questions, please contact our Human Resources Department at HRteam@ourcu.com

As part of our hiring process, if selected for the position you will be required to complete a criminal and motor vehicle background check; in addition, to a credit check.

Salary : $22 - $27