Help Desk Coordinator

Organization Conformance Statement: In the performance of their respective duties and responsibilities all employees are expected to conform to the following:

· Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and management.

· Perform quality work within deadlines with or without direct supervision.

· Interact professionally with other departments, employees, customers, members, and management.

· Work effectively as a team contributor on all assignments and have general knowledge of Police Federal Credit Union’s operations and services.

Position Purpose:

Provide input on the efficiency of the credit union's technology infrastructure to include workstations, switches, enterprise routers, servers, and network hardware and software. Recommend changes or upgrades or new products because of on-going administration of the network. Research and resolve network problems for end users. Install hardware and software. Conduct staff training, including implementing cybersecurity campaigns.

Job Responsibilities:

· Document and track IT support requests and issues from a variety of sources such as monitoring alerts, email, and the ticketing system. Utilize Ticketing system to track, document incidents, and service requests. Document testing/validating fixes and obtain confirmation from the requester prior to the ticket being closed.

· Monitor user proficiency in applications and provide on-going training. Ensure that all system updates are communicated to users. Update online scripts to reflect any resulting changes in systems, departmental procedures, or policies. Take ownership of the on-boarding and termination process of staff.

· Document, maintain, and improve patch management process through NinjaOne. Weekly report status to network administrator and monthly meeting.

· Serves as the User Administrator within Microsoft Active Directory and other software application*VOIP system (Fluentstream), Adobe, Docusign, Ticket System, MS Office...etc

· Provision, implement, troubleshoot, and administration of Windows workstations, network connectivity and workstation applications such as Microsoft Office suite, loan originating system, core processor, document imaging system and other line of business applications.

· Supports with the implementation, maintenance, and testing of a disaster recovery and business continuity solution.

· Document, maintain, and improve standard operation procedures (SOPs) and processes for Information Technology and end users. Develop a repository where end users can get assistance through guides and SOP.

· Participates in department and credit union wide projects along side with Network administrator. Assist in information security audit - internal vulnerability assessment, external vulnerability assessment, penetration testing, annual security audit, NCUA exam.

General Duties and Responsibilities:

· Answer internal calls/emails and questions from employees regarding information technology processes and functions.

· Proactively research and discover solutions for IT department.

· Perform other duties as assigned.

Qualifications: BA/BS degree with an emphasis IT /IS/Computer Science or equivalent

Combination of experience and relevant certifications. Minimum 2 years of experience providing IT technical support and administration of IT systems within an IT service desk environment.

· Strong prioritization, problem solving, diagnosis and troubleshooting skills.

· Excellent verbal and written communication skills.

· Dedication, persistence, and utilization of provided resources and the ability to deliver superior customer service.

Work Site: Although the central offices for Police FCU are located in Upper Marlboro, employees may be required to report for work at other branch locations on an as needed basis.

Overtime/Shift Work: Employee may be required to work overtime, weekends, late or early shift work as the need may arise for the credit union.

We are proud to be an equal opportunity employer

Website: www.policefcu.org

Job Type: Full-time

Pay: $22.48 - $24.34 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Hourly pay
• Signing bonus

Schedule:

• 8 hour shift

Work Location: In person

Salary : $22 - $24