Desktop Support Technician I

Horizon Credit Union•Garden City, ID

2h•$22 - $31

About The Position

YOUR PURPOSE Primarily responsible for providing end-user assistance and support to maintain Horizon Credit Union’s desktop and mobile computing environment. This includes imaging, installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and peripheral equipment to ensure optimal workstation performance and efficiency. Using devised work methods and procedures, serve as a Tier 1 contact responsible for delivering technical support, troubleshooting, and/or resolving hardware, software, or other client technology issues. This position is also responsible for monitoring support and service delivery requests submitted either by phone, email, or other formats.

Requirements

Associates degree in Computer Science, or a combination of one-year equivalent training and/or experience as a desktop or operational support specialist. Plus, two years’ experience working with and supporting client technology and Windows operation systems, which also includes printers, and network devices
Experience working with and supporting Microsoft business productivity software, such as Office365, Microsoft Visio/Project
Experience working in IT ticketing systems (responding, assigning, closing, and following up on incidents, problems, and service requests)
Maintaining, configuring and deploying desktop images
Basic understanding of networking to include wireless, wired, & security
Experience with Microsoft Active Directory, DNS, and print services
Basic understanding of scripting, virtualization, and enterprise storage
Active CompTIA A+ certification or ability to obtain one within 90 days of employment.
Provides excellent customer desktop support for desktop applications and devices such as printers. This includes fast response rates with accurate and thorough resolutions
Communicates technical issues verbally and in writing to non-technical staff along with producing support documentation
Works well in a team environment, builds consensus, and motivates others
Thinks critically, analytically, and solves problems under pressure
Periodically able to work nights and weekends for technology rollout and maintenance purposes
Highly capable to read, analyze, and interpret general business processes, periodicals, professional journals, technical procedures, or governmental regulations
Writes reports and business correspondence
Defines problems, collect and analyzes data, establishes facts, and draws valid conclusions supporting business objectives
Clearly explains complicated procedures in a simple and understandable manner (both oral and written)
Self-directed and possesses the ability to work independently and balance competing priorities.
To perform the essential functions of this position an employee must be able to meet the following demands: ability to converse with others, detect sound, identify and detect objects, count, read, write, operate a computer, handle and feel objects, reach with hands/arms and be stationary and/or stand and/or move for long periods of time. Occasionally an employee will lift/pull/push and carry up to 25 to 50 pounds, stoop, kneel, crouch, crawl, climb and be able to maintain balance doing these activities. Position requires sound reasoning, good judgement and ability to apply knowledge toward work activities. The noise level is moderate and typical of a normal office environment.

Nice To Haves

ITIL Foundations, or Microsoft IT Support preferred

Responsibilities

Diagnose technical issues associated with client hardware, software, and operating systems; determine the root cause and classify incident or problem; and prioritize, solve, and/or escalate as appropriate
Manage all assigned work and tickets promptly
Track, route, and escalate (as appropriate) technical issues and service requests tickets, and document resolution
Image and deploy new computer hardware and peripherals across the organization, including all branches and admin locations
Install and update the operating system and deployed applications
Update master images with current OS, applications, and patches
Develop and identify alternative or more efficient methods for completing and automating tasks to include correcting user errors and system anomalies
Assist in daily system monitoring, verifying the integrity and availability of all hardware, server resources, and systems. Will ensure successful completion of key processes such as backups and escalate as appropriate
Participate in on-call rotation
Serves as the first point of contact for end-users seeking technical assistance over the phone, email, or ticketing system, providing cradle-to-grave end-user technical support for staff
Perform troubleshooting, in-person or remote, (telephone, email, Teams, in-person) through diagnostic techniques and pertinent questions
Determine the best solution through the problem-solving process
Triage and escalate unresolved incidents to the next level of support
Respond to service requests per established SLA
Provide accurate information for all IT products and services
Record, follow-up, and document all incidents, problems, requests, and update client and ticketing system with status and relevant information
Identify and suggest possible improvements for procedures
Document procedures, standards, best practice configurations, settings, installation sequences, backup, and recovery instructions
Maintain inventory of all deployed equipment (desktops, laptops, printers, phones, etc.), installed software, and other issued/deployed physical assets
Adhere to information security and software licensing policies, and document usage to remain in compliance
Update support knowledge base articles as needed

Benefits

Medical, Dental, & Vision Insurance for full-time and reduced full-time employees & their families
Telemedicine for part-time employees
Paid Group Life and Disability Insurance
Employee Assistance Program
Tuition Reimbursement Program
401K Retirement Savings
Employer 401K Retirement Contributions & Matching upon eligibility
Discretionary Annual Incentive Bonus based on eligibility criteria
Paid Time Off per Full Calendar Year:
10 hours of PTO per month (prorated for reduced full-time and part-time)
Paid Birthday Holiday
2 Paid Wellness Days
Up to 24 hours of Paid Volunteer Time annually
11 Paid Holidays
And More!