Help Desk/PC Technician

SeaComm Federal Credit Union•Massena, NY

13d•$22 - $27

About The Position

Role: To ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Responsibilities: Field incoming help requests from end users via both telephone and e-mail in a courteous manner. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Build rapport and elicit problem details from help desk customers. Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Manage all levels of desktop processing needs: provide troubleshooting and resource management assistance to M.I.S. staff, other Credit Union personnel, and members in the areas of networks, PCs, printers, peripheral hardware products, and PC operating systems; provide informal training and guidelines to memory management, network client installation and configuration, printer setup and configuration, Windows training, software installation. Assist in the development and application of internal standards and controls for PCs including software and hardware inventories, software library, installation records, user procedures and policies manual, and M.I.S. control policies. Research and recommend standard desktop hardware and software products for the Credit Union including PCs, printers, personal productivity software, etc. Review PC product purchase requests for non-standard or beyond standard products; consider compatibility, serviceability, need, and price in forming a recommendation on behalf of M.I.S. to the appropriate manager. Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to help requests. Perform other job-related duties as assigned.

Requirements

Experience: Three years to five years of similar or related experience.
Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation. Must be able to communicate and work effectively with a wide variety of people at all levels of technical proficiency.
Other Skills: Excellent technical knowledge of PC hardware, software and peripherals.
Hands-on hardware troubleshooting experience.
Working technical knowledge of current network protocols, operating systems, and standards, including Windows 10, Windows 11 and Active directory.
Ability to operate tools, components, and peripheral accessories.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to conduct research into PC issues and products as required.

Responsibilities

Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems.
Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Manage all levels of desktop processing needs: provide troubleshooting and resource management assistance to M.I.S. staff, other Credit Union personnel, and members in the areas of networks, PCs, printers, peripheral hardware products, and PC operating systems; provide informal training and guidelines to memory management, network client installation and configuration, printer setup and configuration, Windows training, software installation.
Assist in the development and application of internal standards and controls for PCs including software and hardware inventories, software library, installation records, user procedures and policies manual, and M.I.S. control policies.
Research and recommend standard desktop hardware and software products for the Credit Union including PCs, printers, personal productivity software, etc.
Review PC product purchase requests for non-standard or beyond standard products; consider compatibility, serviceability, need, and price in forming a recommendation on behalf of M.I.S. to the appropriate manager.
Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to help requests.
Perform other job-related duties as assigned.