IT Help Desk Associate

Description

CFCU Community Credit Union (CFCU) is seeking a talented Information Technology (IT) Help Desk Associate to join the department. The successful candidate will provide first level technical assistance and support related to computer systems to all Credit Union staff. The responsibilities include: answering the Help Desk phone; documenting problems and requests; providing support for access to multiple IT programs; performing basic troubleshooting; resolving open issues; escalating issues he/she cannot resolve and assigning open tickets to the appropriate IT Staff for resolution; following up with end-users on issues they resolve.

Requirements

& Responsibilities:

· Provides on-going support and first level technical assistance to all Credit Union staff with issues related to computer systems. 

· Responds to queries through the ticketing system, over the phone, or through email. 

· Investigates user problems and identifies their source; determines possible solutions; discusses testing and implementation of solutions with IT Specialist(s) and IT Manager. 

· Performs basic troubleshooting of systems and applications to identify and correct malfunctions and other operational difficulties, coordinating with I.T. staff and third-party vendors as appropriate. 

· Provides refresher training to staff on systems features as appropriate.

· Performs hardware/software upgrades to existing computer equipment. Notifies users of new useful features available through product updates. Provides software and hardware support to credit union staff and volunteers by providing first level technical assistance for troubleshooting, maintenance, and repair of PCs, printers, terminals, etc.

· Assist in the purchasing, inventorying and tracking of IT inventory.

· Reports significant and/or wide-spread issues to supervisor for escalation as appropriate.

· Provides supervisor with assigned reports in a timely, accurate manner. Utilizes and maintains help desk tracking software.

· Participate in cross training with other Information Technology staff.

· Performs responsibilities in accordance with all Credit Union standards, policies and procedures.

· Performs other job related duties as assigned.

Required Skills

· One year to three years of similar or related experience.

· (1) A two-year college degree or (2) Completion of a specialized  study at a business or trade  school and 5 years 

· Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

· Ability to identify and resolve computer system malfunctions and operations problems. 

· Ability to communicate technical information to nontechnical personnel.

· Excellent verbal and written communication skills.

· Ability to learn and support new systems and applications.

· Skill in organizing resources and establishing priorities.

· Normal, corrective vision range and hearing.

· Ability to sit for long periods of time.

· Frequent use of computer keyboard.

· Occasionally lift and/or move up to 50 lbs.

Equal Employment Opportunity

Equal employment opportunity has been and will continue to be a basic principle at the Credit Union. CFCU provides equal employment opportunities, without discrimination because of race, color, religion, creed, sex, sexual orientation, gender identity or expression, pregnancy, marital status, age, national origin, citizenship, handicap or disability, veteran or military status, political beliefs, victim of domestic violence status, familial status, or predisposing genetic characteristics or status, or any other status protected by federal, state, local or other law. This policy includes, but is not limited to recruitment, hiring, compensation, training, and apprenticeship, promotion, upgrading, demotion, downgrading, transfer, lay-off and termination, and all other terms and conditions of employment.

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Salary : $22 - $26