Service Desk Technician I

Del-One Federal Credit Union•Dover, DE

2d•Onsite

About The Position

This is a frontline support role that represents the technology group at all levels across the organization. Provide first level support and troubleshooting of internet, LAN, PC, and credit union core software applications and hardware set-up. More complex issues will be escalated to the next level in the support area. This position is an onsite position requiring in office hours. This is not a remote position.

Requirements

Proven experience in a helpdesk environment.
Excellent problem-solving and analytical skills.
Outstanding communication and interpersonal abilities.
Able to work well independently
Good problem-solving skills
Ability to communicate effectively in financial and data processing terminology
FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly
AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information
REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and fingers
AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery
Ability to lift, carry, and move computer equipment (desktops, monitors, printers, UPS units) typically up to 35–50 lbs.
Ability to bend, crouch, kneel, and reach to install or access equipment under desks, in network closets, or in low/high locations.
Ability to stand or sit for extended periods while performing troubleshooting or hardware work.
Ability to push or pull equipment carts when transporting multiple devices.
Ability to climb short ladders or step stools to access cabling, equipment shelves, or wall-mounted devices.
REASONING ABILITY: Ability to deal with a variety of variables under only limited standardization
Able to interpret various instructions
MATHEMATICS ABILITY: Ability to perform basic math skills, use decimals to compute ratios and precents, and to draw and interpret graphs
LANGUAGE ABILITY: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias
Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar
Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent); and variation in word order using present, perfect, and future tenses

Nice To Haves

Associate degree in a technology related field or comparable knowledge through a certification program or experience.
Preferred certificates include CompTIA A+, Network+, and Security+, or Certified Information Systems Security Professional (CISSP)

Responsibilities

Provides technical support related to the credit union’s core processing system and related ancillary applications to all credit union teammates.
Document problems and correspondence accurately within helpdesk software.
Assists the Helpdesk Lead with tasks related to Del-One’s technical infrastructure.
Assists Del-One project managers implementation of in-house and hosted systems.
Assists with application enhancements including release loads, software upgrades, and user acceptance testing.
Adheres to Del-One’s Change Management process for all changes.
Assumes responsibility for performing timely and effective user support services via credit union helpdesk software.
Provides back-up support to other Information Technology staff when necessary
Remains knowledgeable of operations and the computer systems within various departments to provide comprehensive user support in resolving problems and answering questions associated with any system or core competent.
Ensures confidentiality of all information which includes securing negotiables and confidential records.
Adheres to credit union defined helpdesk service level agreements (SLA’s)
Must provide 24-hour on-call support as scheduled.
Assumes responsibility for establishing and maintaining professional working relationships with members, vendors, and outside contacts.
Promotes goodwill and a positive image of the Credit Union and the Information Technology team.
Attends meetings as required.
Ensures that work area is clean, secure, and well maintained.
Updates technical skills as required through ongoing training and professional development.
Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.