Help Desk Technician - Entry Level (IT)

American Heritage Credit Union•Philadelphia, PA

4h•Onsite

About The Position

American Heritage Credit Union, a $5+ billion financial institution is looking for a Help Desk Technician to join our Information Systems department! This position will provide an ultimate level of service to the employees of American Heritage Federal Credit Union. This service will be delivered via actions, accountability and with integrity. This position will respond to internal requests for assistance regarding various computer-related technologies, including hardware, software, and networking in accordance with Credit Union and Information Systems Department standards.

Requirements

Must meet the following standards of service as evaluated by our internal and external members. I will provide accurate information. I will respond and follow through with all requests in the agreed upon time frame. I will conduct myself in a friendly and professional manner. I will listen effectively and offer solutions appropriate to you individual needs. I will project a whatever it takes attitude. I will address you by name and thank you for your business
Professional, well-developed interpersonal skills essential for servicing members and staff while projecting a positive image as a representative of the Credit Union.
One to three years of similar or related experience in a help desk, clerical or administrative position required.
Work requires advanced working knowledge of MS Office/Windows, Symitar, VNC/Remote Desktop, Help Desk Software, CuteFTP, and TASip.
Requires judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines.

Responsibilities

Answer, evaluate, and prioritize incoming helpdesk tickets, telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Promotes on-going support to all Credit Union staff in the use of end-user hardware and software products; provides limited assistance to users developing applications with the standard user products; notifies users of new useful features available through product updates.
Assists in troubleshooting, maintenance, and repair of PCs, printers, terminals, etc.
Coordinating with technical support and vendors as necessary, coordinates with other IS staff to resolve hardware, software and network problems.
Installs end-user hardware and PC software; ensures that Credit Union employees know how to care for and maintain their terminals, printers, and PCs and understand procedures for data backup, network access, etc.
Trains Credit Union staff to use standard PC-based office automation software tools by providing formal training and coordinating third-party training providers.
Enter data into helpdesk software for follow-up and record retention.
Maintain system databases by keeping them up-to-date and correct including informational databases, invoices, logs, and checklists.
Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to technical staff.
Keep an accurate record of inventory, both in-use and in storage.
Keep track of budgetary items and purchases made within the Information Systems department.
Handle invoice management by accepting invoices, obtaining approval, recording invoices, and submitting for payment.
Follow up with vendors for missing or late invoices.