Desktop Support

Position Title: Desktop Support

Job Type: Full-Time Classification: Non-Exempt

Salary: Starting $17.00 - $18.00 per hour

The Desk Top Support role is to ensure proper computer operation so that end users can accomplish their business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user service requests. Problem resolution may involve the use of diagnostic tools and in-house help desk request tracking tools. Support may be provided over the phone or providing individual or group in-person and hands-on help at the desktop level. To attain the organization’s goals effectively and efficiently as a member of the Help Desk Team and providing technical support to the credit union employees.

Essential Functions & Basic Duties

• Field incoming helpdesk requests from end users via the telephone, e-mail and helpdesk ticketing system (ServiceNOW) in a courteous manner.
• Document all pertinent end user information, including name, department, contact information, and nature of problem or issue in the helpdesk ticketing system (ServiceNOW).
• Record, track, and document all the help desk problem-solving processes in the ticketing system, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Provide current status of assigned projects and/or problem reports through documentation in ServiceNOW.
• Update ServiceNOW tickets in a timely and detailed manner.
• Apply diagnostic utilities to aid in troubleshooting network or PC issues.
• Perform hands-on or remote fixes at the desktop level for workstations, printers, and peripherals; including installing and upgrading software, installing hardware, installing network/PC security related software, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to ensure problem resolution while recording all information in the helpdesk ticketing system.
• Maintain clean and safe working environment for users by maintaining proper cable and equipment management.
• Configure, install, and setup new workstation for users. This include properly installing operating systems and necessary departmental software
• Publish best practice documentation into the helpdesk ticketing system.
• Perform add, move, and change requests from end users as well as new installations as required.
• Maintain schedule timeliness by communicating potential problems or delays to management and fellow Help Desk staff where applicable.
• Maintain professional and technical knowledge by attending educational workshops and training.
• Adhere to credit union policy in accordance with security and operational control requirements.
• Actively participate in and contribute to the training of new and existing Help Desk operators, working under the guidance of the Information Service Department’s management staff.
• Attends meetings as required.
• Accurately and promptly track Activity hours.
• Analyze and determine source of system errors, malfunctions, job stoppages, and program information to ensure that operation standards are met and upheld.
• Assumes responsibility for related duties as required or assigned.

Qualifications

• Minimum high school diploma or equivalent.
• College degree or certification in a technical field is preferred.
• Certifications in Microsoft desktop and/or server application are desired; A Hardware/Software and/or Network or related work experience.
• PC proficiency in the Microsoft Office environment required.
• Experience with desktop and server operating systems.
• Working knowledge of network or PC diagnostic utilities.
• Understanding of troubleshooting skill of PC hardware, printers and peripherals.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Keen attention to detail and respect the need for timely completion of established procedures.
• Working technical knowledge of PC operating systems, including Windows 7, Windows 8 /8.1, Windows 10.
• Able to install, support, and troubleshoot PC hardware components and peripherals.
• Possess exceptional organizational and communication skills.
• Must be attentive and sensitive to details.
• Ability to work independently and as part of a team.
• Ability to lift 40 pounds and operate office equipment.
• Proficiency in following, updating and creating technical procedures is necessary.
• Ability to meet deadlines and follow through on assigned requests and Help Desk calls is essential.

Why Work For Us…

• Retirement Plan: We offer a Pension and 401K plan to help secure our employees’ future.
• Insurance Coverage: We offer a range of insurance options, including Medical, Dental, Vision, and Prescription coverage, Voluntary Life Insurance and Short and Long-term Disability Coverage.
• Financial Assistance: We offer Employee and Educational Assistance Programs and Employee Discount Programs to give our employees a little extra boost.
• Employee Amenities: All of our employees are eligible for PTO.
• Community Benefits: It’s not just a job – it’s a community. That’s why our employees also get automatic PFCU Membership and access to local volunteer opportunities.
• An Award-Winning Experience: PFCU is a proud winner of a number of awards including Best Place to Work in Philadelphia and Healthy Place to Work.

Equal Employment Opportunity (EEO)
The Philadelphia Federal Credit Union (“PFCU”) provides Equal Employment Opportunity to qualified persons regardless of race, ethnicity, color, sex, religion, national origin, ancestry, age, sexual orientation, gender identity, disability, veteran status, marital status, familial status, genetic information, domestic or sexual violence victim status or any other status protected by law. PFCU complies with Philadelphia’s Fair Chance Hiring Law. PFCU commits to making reasonable accommodations to applicants with physical or mental disabilities.

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Benefits:

• 401(k) matching
• Health insurance
• Paid time off
• Retirement plan

Schedule:

• Monday to Friday

Work Location: In person

Salary : $17 - $18