Service Desk Technician

About

As a dedicated member of the OnPath Credit Union team, this role performs a variety of tasks that in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members, who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our member’s and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve. We are looking for a Service Desk Technician to join our team! The Service Desk Technician will work at our corporate office in Metairie and spend some time at our administrative office in Laplace, La. This position is classified as Hybrid, which means that this person will work in the office up to 5 days a week but may work from home if needed by the organization. Our Service Desk Technician position has the initial salary of $23.00 to $28.00/hour, with consideration for skills and experience. Service Desk Technicians have the opportunity to grow within the organization to the position that becomes their passion. Similar Job Titles:

Help Desk Technician, IT Technician, IT Specialist, Tech Support Specialist, IT Assistant, IT Support Technician, Level 1 Technician Primary Functions: The Service Desk Technician is the first line of support responsible for troubleshooting of end user workstation, hardware, software, and peripheral devices. Ensures network connectivity of all workstations and administers all equipment, hardware and software upgrades. Work with other I. T. Department assisting and, at times, leading IT projects. The Service Desk Technician will assist all internal credit union partners. Conducts daily business interactions and maintains constant alignment with OnPath’s mission, culture, and core values. Encourages others to act with mission, culture, and core values in mind always. Demonstrates initiative and sound judgment in the absence of specific direction from management. Ensures value through decision making that supports credit union goals and interests. Passionately displays a desire to build rapport and expand relationships with all members both internally and externally. Stays informed on OnPath’s products and services to provide the right recommendations to the right members at the right time. Promotes and maintains a positive image of the credit union to peers, members, and communities we serve. Major Duties and Responsibilities:

• Provides level 1 support to Credit Union employees on a variety of issues over the phone, e-mail, chat, on on-site. Troubleshoots and repairs computer systems, hardware, peripherals, telephony, and network connectivity.
• Follow standard service desk procedures, by tracking and routing problems and requests, documenting all service desk interactions, and informing Service Desk Administrator/management of recurring problems.
• Diagnose and resolve technical hardware and software issues.
• Advise users on appropriate actions or best practices.
• Stay current with system information, changes, and updates.
• Assist in maintaining system inventory.
• Research questions using available information from a variety of sources.
  
  

Knowledge and Skills Experience: Two to Five years of similar or related experience, including time spent in preparatory positions. Education/Certifications/Licenses: A two-year college degree or completion of a specialized course of study at a business or trade school; or an equivalent combination of education, training, and experience. CompTIA A certification preferred. Interpersonal Skills: Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions. Other Skills: Strong analytical and problem-solving skills. Well organized. Solid project management abilities. Good communication skills. Ability to assist and train others. Knowledge of, or the ability to learn, federal, state, and local laws, statutes, regulations, codes, and standards related to the area of responsibility is necessary. Proficiency with database software and the MS Office suite is also required. ADA Requirements Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 15 pounds and frequently lift and/or move up to 40 pounds. Working Conditions: Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Mental and/or Emotional Requirements: Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.