IT Desktop Support Specialist

Mid American Credit Union•Wichita, KS

About The Position

As part of the Information Systems Team, the IT Desktop Support Specialist is responsible for serving Mid American Credit Union staff and members through timely, accurate and professional resolution of issues and introduction of enhanced processes improving technology related processes. The IT Desktop Support Specialist is responsible for assisting other members of the IS team on maintaining the technology infrastructure and processing cycles in a manner that adheres to IT compliance and IT performance standards.

Requirements

Ability to quickly identify technology related issues, determine the root cause, identify solutions, and implement fixes quickly and effectively for complex and abstract issues.
Strong verbal and written communication skills.
Ability to communicate complete information in a clear, concise and professional manner to a wide variety of audiences.
Ability to demonstrate a high degree of integrity, trust-worthiness, and maintain confidentiality of information and job related data.
Must be able to understand and apply credit union policies and procedures, including World Class Service Standards.
Ability to lift and transport moderately heavy objects (up to 50 lbs.) such as computers.
Ability to climb and crawl for inspection of cables in floors and ceilings.
Ability to prioritize multiple tasks and adjust to changing priorities.
Must be available to work nights and weekends as needed.
Occasional overnight or out of town travel required.
Exhibit sound and accurate judgment, support and explain reasoning for decisions; includes appropriate people in decision-making process.
Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; monitors own work to ensure quality.
Consistently at work and on time; ensures work responsibilities are covered when absent.
Be committed to being part of the Mid American team!
Show commitment to learning and growth.
Consistently demonstrate a positive attitude and strong people skills during interactions with co-workers and members.
Be able to work individually as well as with a team.
Embrace change and be able to think of new ideas to assist our members.
Demonstrate financial responsibility and professionalism.
A two-year college degree or completion of a specialized course of study at a business or trade school.
Minimum two years of similar or related experience, including time spent in preparatory positions.

Responsibilities

Respond to user requests for assistance in a timely, accurate and professional manner striving for first contact resolution.
Log all user requests in ticketing system, assist other team members with open tickets as needed.
Maintain positive working relationships with 3rd party vendors and engage those vendors to achieve timely resolution of issues as needed.
Monitor service tickets for trends that require escalation.
Monitor all routine scheduled activity to ensure completion of tasks within defined timeline; work with impacted staff to correct issues in the event of a job failure.
Ensure all pending changes have been communicated to users.
Monitor desktop deployments for replacement, including ancillary equipment such as signature pads, receipt printers, id scanners, printers, phones and security systems.
Stage and test new desktops and ancillary equipment deployments in a manner that minimizes end-user issues.
Maintain a 2-year forecast of estimated replacement to be reviewed quarterly.
Maintain all PC/Server licensing on an on-going basis to ensure Mid American Credit Union is compliant with licensing terms.
Assist in deployment of MACU approved systems and software.
Serve as Admin for assigned systems maintaining system integrity and performing maintenance activities including standard upgrades.
Make recommendations for enhancing systems for the organization.
Support other ancillary systems by establishing familiarity with systems and seeking guidance from vendors as needed.
Ensure all workstations and servers are routinely updated with appropriate security programs/patches.
Maintain records of such updates and ensure renewal of all services utilized for this purpose.
Maintain user profiles per Mid American standards, ensuring only necessary levels of access are granted, including the deletion of profiles of former employees.
Monitor internet usage logs and email filters, reporting issues to management.
Administer staff cyber-security training programs.
Ensure current IT related policies and procedures are followed as part of routine work activities.
Maintain IS change management records and IS disaster recovery manuals on an on-going basis.
Assist with maintenance, monitoring and reporting of network infrastructure performance to eliminate unscheduled downtime or processing errors that could have been prevented through proper maintenance and management of network components.
Troubleshooting data communication systems, telecommunication systems, server performance, backup processes, VPN monitoring, internet usage monitoring, email filtering, etc.