The Deskside Support Technician is a hands-on technical support position for staff, responding primarily in-person when possible, and supporting all technical aspects of computer equipment, hardware, and peripherals. Position is responsible for administering appropriate end-user support for Credit Union systems. This includes:
Providing in-person and remote deskside support for technical aspects of user equipment and peripherals
Providing advanced level response to technology questions, problems and issues requiring knowledge typical obtaining in training for MCP, A+, and Network+ certifications.
Resolving questions, problems, or issues, and notes updates and resolution in tickets.
Closing tickets with appropriate documentation and monitors tickets pending resolution for follow-up status to called
Assisting with asset inventory and tracking of customer equipment.
Performing high level research and collaboration with other Information technology staff to resolve open tickets and advances unresolved tickets via established protocol after all notations are added. Is considered a technology expert in certain areas.
Setting-up computers and laptops and installing and updates software on desktop computers and peripherals
Seting-up audio visual equipment and peripheral technical resources as needed.
Troubleshooting, resolving and/or replacing all end-use equipment (i.e., Desktop/Laptop computers, printers, MFPs, scanners, etc.)
Troubleshooting, diagnosing and remediating desktop software incidents (i.e., Microsoft office products, VPN solutions, 3rd party applications, Miser applications, operation systems).
Additional duties as assigned.
Essential Functions, in priority order:
Provide desk side technical support for Miser Branch Automation, network software, peripherals, and computer hardware to end users. Perform high-level research and collaborate with users and vendors while using advanced knowledge of desktop networking and application communication to recommend and execute upon resolution plans for logged issues. Time: 65%
Prioritize requests and route appropriately, or escalate to other specialists as necessary (either directly or utilizing Help Desk software) to meet the needs of the end-user. Time: 10%
Use and administer Help Desk software for troubleshooting, resolving and tracking problems/issues for the Information Technology teams related to the software listed above. Time: 10%
Administer user logins, passwords and program access based on predefined security procedures. Time: 5%
Maintain relationships with all Information Technology team members and other partners/vendors when appropriate, including but not limited to Online Banking, Velocity, PC Hardware vendors. Time: 5%
Provide updates on cases to staff and management when requested. Time: 5%
Working Relationships/Contacts (Positions with which incumbent has frequent contact)
Daily, personal/written/phone contact with management.
Daily, personal/written/phone contact with Credit Union staff.
As necessary, personal/written/phone contact with strategic partners and vendors.
Physical Demands (Physical effort generally associated with this position)
Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from prolonged work at the computer. Deadlines, workloads and pressure to achieve goals may cause increased stress levels. This individual may be expected to carry a company owned and issued cell phone and respond to calls 24 X 7.
Working Conditions (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)
Internal -- work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc). No known environmental hazards are encountered in normal performance of duties. Length of day for coverage is generally (8:30am to 5:00pm), but on occasion additional hours may be required to accommodate deadlines or special meetings and projects.
Accountability (Budget/asset amount managed, revenues produced, and/or other financial resource incumbent is accountable for. Also indicates judgment/decision-making level)
With a focus on end-user support, this position acts as the liaison between the end user, Information Technology Teams, and/or application vendors. This position is able to analyze and interpret complex systems into laymen's terms, thus enabling staff to work effectively without requiring higher technical skills and abilities. Position will require teamwork. Job-sharing/support will be required on a limited basis to allow for staff time off.
Demonstrated communication skills and an effective, positive approach to staff relationships.
Expertise with MS Windows, MS Office, networking, printers, and computer hardware usage in a business environment.
Demonstrated customer service skills
Ability to work independently
High level of analytical and problem solving skills
Positive mental attitude.
Analysis and interpretation of software systems used within the organization in order to support the end-user.
Strong conceptual, practical application, and problem-solving skills and techniques.
An attention to detail and an affinity for accuracy.
Tools and Equipment Used
Personal computers (desktop and laptops)
Printers and other peripherals
Help Desk Case Management tool
All general office equipment
Strong organizational skills
A thorough understanding of the overall Credit Union operations.
Experience with FIS’ Miser Branch Automation, and other business software is considered valuable.
Three years of computer-related experience required.
Associate’s degree or higher
Previous Help Desk experience preferred.
MCP, A+, Network+, or similar basic certification preferred.
United Federal Credit Union - 6 months ago
United Federal Credit Union has served its members since 1949 by helping them build a sound financial future.