What are the responsibilities and job description for the Help Desk II position at ELGA Credit Union?
ELGA Credit Union
Help Desk II
Department: Technology Solutions
Reposts to: CIO
Classification: Exempt
Supervises Direct: 0
Supervises Indirect: 0
Role:
To monitor hardware, software and communications infrastructure to support and maintain the efficiency of the installed systems. This position utilizes their knowledge of computer systems and operations to find and fix problems such as issues with network communications, storage and retrieval, application errors and malfunctioning server and communications platforms. Acts as an administrator to key application platforms in use at the Credit Union. Responsible for effective workstation image creation, deployment, and asset tracking. Responsible for the management of Microsoft Office 365 application deployment and license tracking.
Essential Functions & Responsibilities:
30% - Effectively build and deploy workstation images that adhere to security best practices.
Develop an efficient image deployment strategy that utilizes inventory management and
allows for the successful imaging and deployment of workstations as needed. Ensure that
sufficient inventory of workstations and FRU’s are available to anticipate planned needs
and breakages. Administer Microsoft 365 application deployment and track user
licensing. Troubleshoot and resolve workstation operating system or application
anomalies to successful resolution.
15% - Effectively administer various programs and systems in use at the Credit Union. Develop appropriate solutions to identified issues that address the problem as well as mitigate future issues. Ensure that any proposed solutions have a security focus. Coordinate installs and updates with various business units and liaison with vendors to implement solutions or remediate identified issues.
15% - Effectively administer the communications and desktop fax solution. This includes but is not limited to the assignment of extensions, voice mail, fax numbers and any associated routing or configuration.
10% - Proactively monitors systems and searches out opportunities to leverage current and new technologies to increase the return on investment and provide an efficient and flexible environment.
10% - Act as a backup for infrastructure communications and VPN support. This includes switch port and router configuration setup and maintenance and capacity planning. Making recommendations for updates or new features and ensuring that ELGA is receiving the maximum return on their technology investment.
10% - Embrace and advocate the principles of The ELGA Way in daily job performance. Reflect ELGA’s service and core values in every interaction with members and other Associates. Foster a positive image of ELGA and present a professional demeanor at all times. Perform job duties in accordance with all applicable policies.
10% - Perform other job related duties as assigned.
Performance Measurements:
1. To meet established expectations of ELGA's Core Factors including but not limited to Accountability, Attitude, Communication, Competence, Continuous Improvement & Innovation and Relationship Building.
2. To take full responsibility for your own success with no excuses and to add comments to performance management system on your accomplishments.
3. Branch to branch inventory and equipment cleaning/maintenance, develop tracking to show work performed in relation to the work defined or left to be completed.
4. Active server, workstation, and communications equipment inventories are maintained as the infrastructure environment changes.
5. Special projects as assigned.
Knowledge and Skills:
Experience: Three to five years of similar or related experience.
Education: BS or BA degree in computer science, business administration or related field or related training.
Proficient in the use of MS Office 365 suite of software.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills:
1. Analytical thinker with a passion for challenges and problem-solving who can respond well to crisis situations.
2. Experience with server and desktop operating systems.
3. Strong customer service skills and a willingness to assist others.
4. Must be able to effectively communicate to all levels within the organization and with all levels of technical competency.
5. Strong oral and written communication skills.
6. Strong time management skills.
7. Strong attention to detail.
8. Excellent problem solving and analytical skills.
9. Experience in infrastructure architecture, data centers, servers, and networks.
10. Must be able to work independently.
Physical Requirements: Must be able to lift 50 pounds unassisted.
Work Environment: Various responsibilities require work to be on-site at our various locations. May have the option to work remotely as well.
Help Desk II
Department: Technology Solutions
Reposts to: CIO
Classification: Exempt
Supervises Direct: 0
Supervises Indirect: 0
Role:
To monitor hardware, software and communications infrastructure to support and maintain the efficiency of the installed systems. This position utilizes their knowledge of computer systems and operations to find and fix problems such as issues with network communications, storage and retrieval, application errors and malfunctioning server and communications platforms. Acts as an administrator to key application platforms in use at the Credit Union. Responsible for effective workstation image creation, deployment, and asset tracking. Responsible for the management of Microsoft Office 365 application deployment and license tracking.
Essential Functions & Responsibilities:
30% - Effectively build and deploy workstation images that adhere to security best practices.
Develop an efficient image deployment strategy that utilizes inventory management and
allows for the successful imaging and deployment of workstations as needed. Ensure that
sufficient inventory of workstations and FRU’s are available to anticipate planned needs
and breakages. Administer Microsoft 365 application deployment and track user
licensing. Troubleshoot and resolve workstation operating system or application
anomalies to successful resolution.
15% - Effectively administer various programs and systems in use at the Credit Union. Develop appropriate solutions to identified issues that address the problem as well as mitigate future issues. Ensure that any proposed solutions have a security focus. Coordinate installs and updates with various business units and liaison with vendors to implement solutions or remediate identified issues.
15% - Effectively administer the communications and desktop fax solution. This includes but is not limited to the assignment of extensions, voice mail, fax numbers and any associated routing or configuration.
10% - Proactively monitors systems and searches out opportunities to leverage current and new technologies to increase the return on investment and provide an efficient and flexible environment.
10% - Act as a backup for infrastructure communications and VPN support. This includes switch port and router configuration setup and maintenance and capacity planning. Making recommendations for updates or new features and ensuring that ELGA is receiving the maximum return on their technology investment.
10% - Embrace and advocate the principles of The ELGA Way in daily job performance. Reflect ELGA’s service and core values in every interaction with members and other Associates. Foster a positive image of ELGA and present a professional demeanor at all times. Perform job duties in accordance with all applicable policies.
10% - Perform other job related duties as assigned.
Performance Measurements:
1. To meet established expectations of ELGA's Core Factors including but not limited to Accountability, Attitude, Communication, Competence, Continuous Improvement & Innovation and Relationship Building.
2. To take full responsibility for your own success with no excuses and to add comments to performance management system on your accomplishments.
3. Branch to branch inventory and equipment cleaning/maintenance, develop tracking to show work performed in relation to the work defined or left to be completed.
4. Active server, workstation, and communications equipment inventories are maintained as the infrastructure environment changes.
5. Special projects as assigned.
Knowledge and Skills:
Experience: Three to five years of similar or related experience.
Education: BS or BA degree in computer science, business administration or related field or related training.
Proficient in the use of MS Office 365 suite of software.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills:
1. Analytical thinker with a passion for challenges and problem-solving who can respond well to crisis situations.
2. Experience with server and desktop operating systems.
3. Strong customer service skills and a willingness to assist others.
4. Must be able to effectively communicate to all levels within the organization and with all levels of technical competency.
5. Strong oral and written communication skills.
6. Strong time management skills.
7. Strong attention to detail.
8. Excellent problem solving and analytical skills.
9. Experience in infrastructure architecture, data centers, servers, and networks.
10. Must be able to work independently.
Physical Requirements: Must be able to lift 50 pounds unassisted.
Work Environment: Various responsibilities require work to be on-site at our various locations. May have the option to work remotely as well.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
