What are the responsibilities and job description for the Service Desk Technician position at REV Federal Credit Union?
Duties & Responsibilities
Assumes responsibility for configuring and maintaining information systems as directed.
EDUCATION/CERTIFICATION & EXPERIENCE:
Assumes responsibility for configuring and maintaining information systems as directed.
- Generate good will by building good relations and provide competent, courteous, and concerned service to all members and employees.
- Install, configure, and maintain information systems applications, both on-premises and cloud-based, ensuring compatibility with existing applications.
- Provide 1st and 2nd tier support via the IT service desk.
- Working with Systems Administrators to ensure proper development and application of software policies.
- Working with Service Desk Technician II position, maintain an accurate inventory of all PC hardware and branch equipment as assigned.
- Provide phone support for end-user issues as needed.
- Engage in regular visits to branch locations, building rapport and verifying support satisfaction
- Update and verify systems documentation in a central shared location.
- Use IT service manager software to address, update, and resolve all service requests.
- Conduct research on software products to justify recommendations and to support purchasing efforts.
- Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in the Employee Experience.
- Follow all security measures to safeguard information in computer files against accidental or unauthorized modification, destruction, or disclosure.
- Review system logs and messages to identify and report on possible violations of security.
- Assist in the preparation of any training materials related to supported IT systems.
- Document and report on internal investigations of possible security violations.
- Assumes responsibilities for related duties as required or assigned.
EDUCATION/CERTIFICATION & EXPERIENCE:
- Associates degree or comparable technical education certificate.
- CompTIA A or Net strongly preferred
- Valid driver’s license
- Repairing and troubleshooting PC hardware and Windows operating systems.
- 1 year of experience in IT customer support – help desk, field support, etc.
- 1 year of PC support in a Windows environment.
- Strong analytical and problem-solving skills.
- Well organized.
- Good communications skills.
- Ability to assist and train others.
- Position will require long periods of sitting and computer use.
- Ability to lift up to 30 lbs. unassisted
