Help Desk Associate

POSITION TITLE: Help Desk Associate, Part-Time 20 hours) 

DEPARTMENT: IT
CLASSIFICATION: Non-Exempt
Reports To: VP of IT
Supervisory Responsibility: This position has no supervisory responsibility
 

Position Summary:
Responsible for Credit Union technology support functions, under the general supervision of the VP of IT The Help Desk Technical Specialist perform support for desktop computing hardware and software applications. Assists with the technical needs of 60+ employees consisting of on-site and remote staff. Provides support for desktop operating systems, hardware configurations, and system integration, embrace, and recognize the importance of the credit union Values Statement without exception.
 

Qualifications:
• Associates of Science in Computer Science, equivalent industry experience (Required)
• 1+ year preferred experience including (but not limited to) Windows technologies, networking, remote computing, and backup systems.
• 1+ year preferred technical work experience or equivalent education.
• A+, Network+ and Security+ Certifications (a plus)
 

Education/Skills/Experience:
• Knowledge of desktop operating systems, various software applications and PC/Server/Network hardware.
• Understanding principles and theories of network systems and management, Internet technologies, products, and electrical safety procedure.
2022 03 FV created by HR, NK approved Help Desk Technical Specialist Page 2
• Microsoft Office Suite Experience.
• Hardware support Experience.
 

Essential Duties/Responsibilities:
• Act as the initial contact for all end-users that need technical support.
• Performs problem diagnosis, asks questions, and guides users through step-by-step solution
• Create new or updating existing tickets, and responding to tickets assigned, as appropriate.
• General knowledge of Active Directory functions.
• Basic Network printers / copiers troubleshooting
• Basic Networking troubleshooting
• Excellent verbal and written communication skills.
• Excellent customer service skills complimented by an ability to listen to and interpret employee requests.
• Ability to work independently.
• Ability to troubleshoot complex instrument and technology issues.
• Organize daily tasks, checklists, and time management
• Proactive analytical problem solver. Take initiative and "dig into the weeds”.
• Clearly communicate technical solutions in a user-friendly professional manner and assist senior management as needed.
• Escalate or involve senior management on more sensitive or complex end-user issues.
• Follow defined procedures and policies to resolve recurring issues.
• Assist with the integration of various platforms to ensure networking interoperability and connectivity.
• Perform hands on problem/system analysis, troubleshooting, resolution, remote access, and diagnostics of hardware and software utilizing standard tools, including data communication problems.
• Assist with configuring hardware, software, and data communications software and hardware to provide a computing solution.
• Perform other duties as required.
2022 03 FV created by HR, NK approved Help Desk Technical Specialist Page 3
 

Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanners, and copy machines.

Work Hours/Schedule:
Part-time, 20 hours per week. Monday – Friday with an occasional Saturday. Deviations from these timeslots might be necessary depending on St. Jean’s Credit Union needs.