IT - Help Desk and Desktop - Desktop Support Engineer

Golden 1 Credit Union•Sacramento, CA

22h•Hybrid

About The Position

This position will primarily be responsible for supporting the most senior level customers to include the Executive team, Supervisory Committee, and Board of Directors on a variety of issues with the highest level of customer service with minimal guidance. This position will also be responsible for creating and maintaining Gold Builds and software deployable packages, as well as the planning and implementation of upgrades.

Requirements

Bachelor's Degree in Information Technology, business or related field required. Equivalent work experience may be considered in lieu of 4 year degree.
Seven years of experience supporting operating systems, applications, desktop, and laptops in a LAN\WAN environment.
Experience with Mobile Device Management.
Experience with deployment and various automation tools.
Familiarity with Windows, iOS, and Android operating systems.
Advance knowledge of computer hardware, popular operation systems and mobile devices.
Software deployment technologies using repackaging tools or scripts.
Must be able to handle high pressure scenarios in a timely fashion.
Strong knowledge of operational procedures, products, and services.
Strong knowledge of information technology equipment.
Strong knowledge of Windows Imaging, Scripting and Thin Client Management.
Ability to analyze and resolve routine to complex computer related problems.
Oral and written communication skills to successfully communicate diagnosis, issues and reports.
Strong organizational and analytical skills.
Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.
ITIL, MCSA (Microsoft Certified Solutions Associate), or comparable on-the-job experience required.

Nice To Haves

ITIL/ITSM experience preferred.

Responsibilities

Act as the primary point of contact for the Board of Directors, Supervisory Committee, and the Executive team.
Take ownership of the issue and drive resolution.
Utilizing systems analysis techniques and procedures, including consulting with users, Information Security, and other key stakeholders to determine functional specifications to create and maintain Gold Build standards for operating systems.
Work with internal and external stakeholders to test and deploy OS upgrades.
Work with Systems and Security team to analyze, plan, implement and maintain hardened security standards on all IT supported hardware.
With minimal guidance, research solutions and actively partner with internal resources to drive process improvement.
Provide support for all onsite meetings involving audio and video conferencing software and hardware.
Research and implement new features and functions.
Create and maintain Mobile Device Management deployment, configuration and compliance polices.
Create and maintain tools for automation including development of scripts such as PowerShell.
Create and maintain deployable software packages for applications used by Golden 1.
Manage patch deployment using centralized enterprise desktop management systems.
Build installer packages, application, and operating system updates.
Evaluate and improve the efficiency of process and procedures within IT Support to drive down resolution time.
Perform monthly review and remediation of software and hardware compliance such as Windows Updates, bit locker, Absolute, and Intune ensuring all standards are met.
Take ownership of more complex issues and drive resolution.
Investigate root cause and implement improvements to reduce future occurrences.
Detect, diagnose, and resolve and/or escalate system issues arising within IT Support architecture including workstation hardware, Windows operating system, as well as commercial off the shelf and vendor applications.
Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, audio video devices, ATM’s, phones and other computer and networking equipment.
Independently analyze and make recommendations for hardware and software standardization.
Mentor and support desktop support staff in their daily workload offering assistance and support for more advanced problems.
Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
Provide efficient and accurate service while meeting strict deadlines.
Assist in license and asset management.
Provide input to IT-Support Management regarding staff performance for performance evaluations.
Assist with managing staff schedule and attendance.
Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position through compliance training.
Perform other duties as assigned.