Desktop Support Technician

Volunteer Corporate Credit Union•Nashville, TN

19h•Hybrid

About The Position

Volunteer Corporate Credit Union Established in 1981, VolCorp is a not-for-profit financial cooperative based in Nashville, TN serving over 330 natural person credit unions nationwide. VolCorp's mission is to serve as the primary financial partner for credit unions by providing superior products, services, and support. For more information about VolCorp, please visit www.volcorp.org . We are currently recruiting for a Desktop Support Technician . Hybrid & Remote Work Environments: Option available based on position and the location of incumbent.

Requirements

Technical knowledge of personal computers and Local Area Networks
Technical knowledge of virtual servers and virtual desktops
Extensive knowledge of Microsoft Windows Operating Systems
Familiar with related electronic data processing systems and financial software applications
Technical knowledge of system back-up procedures
Knowledge of hardware and software system modification/fix techniques
Ability to interact effectively with all user levels, internal and external, via telephone or onsite.
Ability to troubleshoot problems and effectively resolve user questions
Effective interpersonal, written and verbal communication skills
Must be detail oriented and self-motivated
Must be able to pass a credit, criminal, and employment background check.

Nice To Haves

Bachelor's degree in computer technology or related area or a minimum of 5 years equivalent years of directly related experience.
Technical certifications for Microsoft products, network, or related technology

Responsibilities

Provide end-user technical support for new support requests and follows up with customer satisfaction surveys to ensure full resolution of issues.
Perform initial troubleshooting and research of support requests submitted via phone, ticketing system, or email.
Assist with equipment ordering, imaging, and setup; as well as providing documentation for equipment and user onboarding and offboarding.
Responsible for rotational on-call support for VolCorp systems and related Occasional after-hours maintenance window participation.
Manage issues requiring escalation to higher-level engineers and engage with other team members and end-users as necessary.
Provides necessary items for escalation, including detailed problem definition, scope, and troubleshooting.
Work with higher-level engineers to write, edit, and revise documentation, procedures, processes, and problem resolutions.
Work with higher-level engineers to gain familiarity with systems and applications to provide assistance to the rest of the IT team where needed to execute DR playbook tasks in a disaster recovery scenario.
Install and relocate VolCorp Network equipment, personal computers and related equipment.
Maintaining a complete list of all computer equipment, serial numbers and physical location of equipment.
Test, schedule, and validate security and software updates.
Responsible for coordinating and providing documentation and procedures for disaster testing.
Participate in departmental cross-training.
Occasionally evaluate new software and hardware.
Gathering requested IT data for examinations and audits.
User management on cloud-based voice system.
Prepare and update documentation of departmental procedures.
Perform other related duties and special projects as requested.
Adhere to company and governmental policies and regulations, including those related to Equal Employment Opportunity and Affirmative Action Plan compliance.

Benefits

Generous time off
Medical
Dental
Life
Disability
Vision
Health Reimbursement Accounts
Health Savings Account
Flexible Spending Accounts
3% contribution to your 401K plan
7% contribution to a Retirement Savings Fund Plan
Paid time off provided to work with the organization and fundraisers held yearly for their benefit.
$1,000 sign on bonus after completion of 60 days