Help Desk Support Specialist I

GENERAL SUMMARY

The Help Desk Support Specialist I is responsible for providing technical support and assistance to Credit Union personnel for issues related to computer systems, software, and hardware. This position will be responsible for working submitted tickets in the Credit Union Help Desk application as well as answering the Help Desk hot line and working through employee IT related issues to provide functional solutions. Additionally, the help desk employee will assist in computer and peripheral related troubleshooting and repair.

ESSENTIAL FUNCTIONS

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone. Ask basic questions to determine the nature of the problem.
• Respond professionally to telephone calls and email messages for employees seeking help. Open help desk tickets for any call or email requiring time worked.
• Monitor the help desk application, categorize new help desk items, and forward items to responsible parties to be worked if necessary.
• Walk employees through problem-solving process as well as train employees on proper use of systems as necessary.
• Maintain daily performance of computer systems.
• Install, modify, and repair computer hardware, software, printing hardware, scanning hardware, and other peripherals for end users.
• Run diagnostic programs to resolve problems.
• Assist with resolution of technical problems with Local Area Networks and other systems.
• Follow up with employees to ensure issues have been resolved.
• Gain feedback from employees about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Reset employee passwords and/or unlock user accounts for Credit Union systems as requested (systems currently include Active Directory, core processing system, Member Relationship Manager System, etc.)
• Maintain current knowledge of all Credit Union policies and procedures, including compliance with federal laws and regulations as set forth by the NCUA and other regulatory agencies.

Note: This list of essential functions is not exhaustive and subject to change upon notice. It may be supplemented as necessary.

ADDITIONAL FUNCTIONS

• Attend periodic staff meetings to discuss areas of improvement, changes in procedures, and new developments or services related to achieving Credit Union strategic goals.
• Assist in training sessions aimed at increasing staff member comprehension of the credit union internal network and related systems.
• Attend educational courses, conferences, and seminars related to areas of responsibility.

JOB SPECIFICATIONS

• Requires completion of high school education.
• Requires intermediate proficiency and knowledge of PC, laptop and printer systems operating in a client/server network operating environment.
• Requires intermediate proficiency in operation and troubleshooting of the two most recent versions of the Microsoft Windows desktop operating systems.
• Requires well-developed interpersonal skills for communicating with credit union staff members, vendors and membership.
• Must maintain a highly motivated and positive work attitude.

PHYSICAL REQUIREMENTS

Sitting = Frequent                                                   Crawling = Occasional
Standing = Frequent                                               Climbing = Occasional
Walking = Frequent                                                 Balancing = Occasional
Driving an automobile = Frequent                           Reaching Overhead =Occasional
Lifting/Carrying = Frequent                                     Reaching Forward = Frequent  
           Amount of Weight = 25 to 50 lbs.                 Kneeling = Occasional
Squatting = Frequent                                              Push/Pull = Occasional
Bending = Frequent                                                Twisting = Frequent

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.