Tech Support

Summary:

The IT Tech Support position will monitor and answer technical related requests by providing support in a timely manner, responding quickly and effectively to the needs received. The individual will be documenting tickets as necessary for completion and solutions on incidents reported. Work involves personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution or ticket escalation.

Duties and Responsibilities:

Duties and responsibilities include but are not limited to the following;

• Provide technical assistance and support for incoming queries by running basic troubleshooting to identify; failing hardware, software or other peripheral issues.
• Perform password resets, and unlocks as needed
• Install, modify, and repair software as directed
• Install, modify or remove computers and peripherals for end users.
• Maintain ongoing communications with management, informing them of all relevant problems, irregularities, new developments, changes, and other important information within area of responsibility.
• Works with other team members on escalated issues or new implementations
• Create and maintain documentation relevant to support and training.

General Duties and Responsibilities 

General duties and responsibilities include but are not limited to:

• Maintains ongoing communications with Management, informing them of all pertinent problems, irregularities, new developments, changes, and other important information within area of responsibility.
• Cooperates with other department personnel to ensure a "team effort" and prompt member service.
• Promotes and maintains a positive image of the credit union to assigned personnel, members, and the community.
• Follows safety and security rules and regulations.
• Ensures that all information and transactions regarding credit union operations and members are kept confidential.
• Maintains the security of the work area and keeps it organized and neat in appearance.
• Maintains current knowledge of credit union philosophy, plus all credit union services and policies.
• Cross-sells credit union products and services.
• Participates in continuing education as approved by Senior Management.
• Maintains a professional and courteous attitude with all people, including fellow employees, members, management staff, board members, and outside vendors.
• Protects and respects credit union equipment and supplies.
• Attends meetings as required.
• Adheres to ECU Employee Personnel Policy and Guidelines Handbook.
• Promotes and maintains a positive image of ECU to members and the community.
• Performs other duties as assigned by Senior Management.

Supervisory Responsibilities: 

No supervisory duties

Knowledge and Experience:

High school diploma or general education degree (GED); and one to three years related experience and/or training; or equivalent combination of education and experience.