DESKTOP SUPPORT TECHNICIAN

Summary :

Solution Center serves as the first level of technical support for all hardware and software related problems. The Desktop Support Technician is an entry-level IT support role responsible for monitoring and maintaining of CommunityAmericas desktop and laptop computer systems and applications including, but not limited to, core banking systems support, network and infrastructure troubleshooting, printer support and maintenance, phone systems and telephony hardware support, audio / visual equipment and conference room support, ATM first line support and any other technical problems, either over the phone, digitally or in person.

Duties & Responsibilities :

• Resolve hardware / software problems by initiating and tracking assignments to technical resources, vendors, etc. via in person, telephone, e-mail and chat interactions.
• Display creative problem-solving to aid in determining and implementing appropriate workaround procedures, ensuring timely resolution of issues.
• Identify and escalate priority issues per documented processes and defined SLAs.
• Understand and respond properly to escalation and incident management procedures.
• Apply a continuous improvement mindset to spot common trends and underlying problems with systems and processes.
• Provide support to branch offices and remote work locations.
• Provide first line ATM support and vendor escalation.
• Provide technical support on department and / or organizational-wide projects.
• Set up, deploy, and maintain PC workstations and laptops along with associated credentials.
• Assess / document asset information including location, configuration, and utilization.
• Periodically serve as 24-hour on-call support for all credit union technology.
• Create, maintain, and follow technical knowledge base articles, processes, and procedures.
• Complete preventive technical maintenance as scheduled or necessary.
• Proactively keep open lines of communication with clients through follow-up calls and in person / site visits.
• Maintain proper security measures and procedures to prevent unauthorized system access and / or data loss.
• Observe the highest level of confidentiality when dealing with member accounts or personal information and credit union records.
• Demonstrate behaviors that are consistent with the credit unions values, philosophies, and leadership characteristics.
• Promotes honest and open communication throughout the credit union.
• Perform other duties as assigned.

Requirements :

Education and Experience Requirements :

Required Knowledge, Skills and Abilities :

Preferred Knowledge, Skills and Abilities :