This position provides support to all areas of the Credit Union with respect to maintaining efficient local and wide area network operations, including desktops, file servers, business systems servers, telephone and ACD systems, security systems, internet and intranet systems and communications that support the achievement of corporate financial, business, sales and service objectives. This position is responsible for delivering outstanding internal service to fellow employees. Work directly with internal clients to configure PCs and printers, provide support for in-house server based systems, provide second level support for technical issues. Assist with Help Desk calls as needed and track tickets through Track-IT.

• Configure and install PC desktops, laptop computers, local & network printers and associated devices for credit union staff.
• Ensure Desktop environment performance meets and/or exceed committed service levels.
• Be present and visible in the Help Desk and available to users requiring technical assistance.
• Respond to incoming phone calls from staff and resolve and/or dispatch to other IT staff as necessary.
• Respond to questions from callers; remotely assist staff with technology problems in offices and branches.
• Respond appropriately to user requests and problems; perform initial problem analysis and triage problem to IT technical staff when appropriate.
• Triage incoming IT service requests and dispatch to appropriate IT work group or individual. Update primary tracking mechanisms (Track-IT) upon initial request.
• Provide primary support of core in-house, server-based systems.

EDUCATION: High School or GED (Required)

Associate's Degree (Preferred)

Years of Relevant Work Experience: 3-5 Years

Certifications, Licenses, Registrations
A+ Certification (Required)
MCSE Certification (Required)

Other Training, Technical Skills or Knowledge
LAN/WAN experience 3-5 years (Required)

Desktop support experience 3-5 years (Required)

Ability and Behaviors
• Demonstrated ability to multi-task

• Excellent verbal and written communication skills

• Demonstrated problem solving and decision making skills

• Excellent customer service skills

• Familiarity with database system is desirable