Help Desk Technician

Campus Federal Credit Union is seeking a Help Desk Technician to join our team!  This position, under general supervision, will provide first-level support to system users, and ensure a wide variety of problems (involving hardware and software applications) are diagnosed and resolved in a timely, professional manner. 

The primary purpose of this position is to assist Campus Federal in our Mission, to enhance the lives of our members and the communities we serve. This is accomplished by developing a highly effective team of employees to their highest potential through coaching and leadership and providing excellent service to members and to team members. 

Responsibilities:

• Follow the SLA guidelines for response and resolution of all user requests including, but not limited to:
  1. Respond promptly, efficiently and courteously to user request
  2. Diagnose hardware, software, and system problems 
  3. Ensure all calls, emails, and general requests are documented
  4. Provide excellent service verbally or textually
  5. Escalate and follow requests through completion whenever necessary
  6. Report outstanding issues to the Help Desk Manager 
• Configuration and deployment of hardware and software to users as directed
• Ability to inventory manage and process decommissioned equipment
• Ability to open dialog with vendors on issues that require third party support 
• Contribute and maintain documentation in the knowledge management system
• Collaborate proficiently with other department staff to ensure efficient operation of environment including:
  1. File restoration and monitoring of backup jobs 
  2. Moving, adding, and changing of telecommunication equipment, system monitoring, minor phone changes and reporting 
  3. Monitoring network security and ensuring a safe working environment
  4. Provide backup support to department staff when necessary
• Participate in department on-call rotation schedule
• Performs administrative tasks, assist in special projects and flexibility to work individually on minor tasks
• Ability to work remotely when necessary or directed by Help Desk Manager
• Assist Help Desk Technician II and Help Desk Manager with other duties as assigned

Education and Experience:

• CompTIA A certification or equivalent experience in a Tier 1 technical support role
• Other technology certifications are a plus

Benefits include:  100% paid health, dental and LTD insurance for the employee.  Other benefits and dependent benefits available.  Generous paid vacation and paid sick leave also available. 

Due to the high volume of applicants, only those most qualified will be contacted.