True Sky Credit Union |
Structured Compensation - Job Description |
IT Help Desk Tech II |
Data Year: 2020
Prepared On: 04/30/2020 |
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Department: | Information Technologies | Grade: | 8 |
| Reports To: | IT Help Desk Supervisor | Classification: | Non-Exempt |
Supervises Direct: | 0 | Supervises Indirect: | 0 |
Approved By: | President | Effective Date: | 06/28/2018 |
| | Revised Date: | 04/30/2020 |
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Role: |
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Responsible for providing Tier 1 and 2 support for all Credit Union staff via the IT Help Desk. Common tasks include: resetting system passwords on major systems such as Active Directory, CRM/FSP and our Cisco phone system. This position serves as the first escalation level for tier 1 technicians. Technicians are also responsible for refreshing user virtual machines, providing basic hardware and software troubleshooting and escalating issues to IT technicians or higher as deemed necessary. |
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Essential Functions & Responsibilities: |
| E | 65% | Assist Credit Union staff with various technical issues relayed through the IT Help Desk. |
| E | 15% | Configuring virtual desktop .environment, provisioning phones and adding users to essential systems. |
| | E | 10% | Performs other job-related duties as assigned. |
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Performance Measurements: |
| 1. | Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner. |
| 2. | Provide support and training to tier 1 technicians. |
| 3. | Document issue resolutions to identify recurring problems that require escalation. |
| 4. | To stay current and comply with all federal and state regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC) and all credit union policies and procedures. |
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Knowledge and Skills: |
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Experience | One year to three years of similar or related experience. |
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Education | (1) A two year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program. |
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Interpersonal Skills | A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. |
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Other Skills | Ability to solve difficult and complex problems.
Troubleshooting skills
Detail oriented
Strong communication skills
Excellent organization skills
Proficient in use of Windows based computer software |
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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 occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, talk and hear. The employee must occasionally lift and/or push/ pull or move up to 40 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. |
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Work Environment | Work environment characteristics 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 not exposed to weather conditions.
The noise level in the work environment is usually moderate. |
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This Job Description is not a complete statement of all duties and responsibilities comprising the position. |
