Senior IT Technician

Canvas•Lone Tree, CO

9d•Hybrid

About The Position

The Senior IT Technician role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. 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.

Requirements

Strong verbal, written and interpersonal communication skills with the ability to interact with technical staff and other senior management/credit union staff as appropriate.
Strong attention to detail and organizational skills; ability to manage multiple priorities with tight deadlines.
Strong analytical and problem solving skills.
Ability to use advanced tools for troubleshooting personal computer equipment.
Working knowledge of Windows operating systems, Workstations, Microsoft Office, and other software packages to diagnose equipment, software or operational problems.
Working knowledge of using, troubleshooting, and maintaining computer and networking equipment.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to maintain confidences.
Pre-employment background review (components include: criminal, employment, address, social security number, motor vehicle record, global sanctions, and sex offender).
Three to five years of IT technician experience.

Responsibilities

Act as an escalation point for advanced or difficult help requests.
Provide first contact support of incoming requests to the help desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Assist in maintenance, and repair of PCs, printers, terminals, etc., coordinate with technical support and vendors as necessary; coordinate with other IT staff to resolve hardware, software, and network problems.
Install end-user hardware and PC software; ensure that Canvas staff know how to care for and maintain their terminals, printers and PCs and understand procedures for data backup, network access, etc.
Train Credit Union staff to use standard PC-based office automation software tools by providing formal training and coordinating third-party training providers.
Notify users of new useful features available through product updates.
Escalate incidents with accurate documentation to suitable technician, when required.
Keep management informed regarding key operating issues affecting the department.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Develop help sheets and FAQ lists for end users.
Contribute to technician knowledgebase and training as needed.
Exhibit support for the organization’s goals, values, initiatives and cost control.
Comply with the Bank Secrecy Act (BSA) and other compliance requests and requirements.
Follow all safety and security guidelines to properly safeguard member and organization assets.
Recommend and help develop and implement new policies and procedures.
Embrace ongoing education and learn/apply new skills and software applications.
Regular attendance and punctuality are essential functions of the job.
Perform other job duties as assigned.