Service Desk Technician I - Endwell, NY
About The Position
As a Service Desk Technician I, you will troubleshoot and maintain all network endpoint equipment and software used in the credit union. You will interact directly with end users to resolve any challenges they may come up against during their daily work. You will be responsible for ensuring customer satisfaction in every step of problem resolution tracking detailed information about each customer's IT Service needs in an incident management system. Documenting your diagnostic steps and communications with the customer and others as you troubleshoot the reported problem. You will be responsible to properly and timely escalate any issues to supporting IT Administrators and/or management. You will assist in the decision making and purchasing process for new hardware and software.
Requirements
- High school diploma with 1-3 years of related experience required.
- Demonstrated hardware configuration experience with personal computers.
- Proficient in the Microsoft Office Suite programs.
- Proficient with standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, PCs, etc.
- Visions remains committed to the aspects of diversity and inclusion and will consider alternative education and experience.
Nice To Haves
- Associate degree preferred.
- Desktop related MCP certification or higher; Network+ and/or additional certifications preferred, specifically Microsoft Office Suite.
- Worked in various IT related projects (user migration, MS Windows migration, data migration, mass hardware/software deployment, etc.).
- Understanding of asset management in an enterprise environment and familiarity with asset management software and/or products.
- Experience with IT service management systems.
Responsibilities
- Monitor and assist in maintaining the availability of all remote IT Services applications including web applications, ATMs and Phone Access Teller.
- Ensure the continuous and efficient operation of computer and peripheral systems.
- Coordinate with vendors when necessary to ensure challenges are resolved in an efficient and timely manner.
- Assist in maintaining a database of all network endpoint equipment under maintenance contract to include serial numbers, description and location.
- Install new network endpoint hardware and software as required.
- Repair or arrange repair of existing workstations and related equipment.
- Properly escalating unresolved queries to the next level of support.
- Assist with troubleshooting branch/ATM communications issues.
- Handle calls after normal business hours as needed with regards to network endpoint and/or communications equipment.
- Advises on the course of action to take and if necessary, reports to work to ensure problem is properly corrected. In the event the problem cannot be resolved, the IT Support Manager or the AVP of Technical Services or the VP/CIO will be contacted and notified of the status and nature of the problem.
- Offer suggestions and work with department managers on possible PC applications which could increase productivity and reduce expense.
- Document technical details and interactions in the incident management system.
- Record/Track endpoint information and location.
- Continuously acquire and maintain a working knowledge of a wide range of applications and services, including an awareness of information system changes that directly affect members of the Visions community.
- Assist in departmental training on network endpoint or software use as approved by management.
- Provide departmental back-up coverage as needed.
- Respond effectively to changing ideas, responsibilities, expectations, trends, strategies, and other processes.
- Demonstrate a commitment to diversity, equity, inclusion, and belonging through continuous development, modeling inclusive behaviors, and proactively managing bias.
- Perform other duties needed to help fulfil our mission, drive our strategy, and support our organization’s values.
Benefits
- Pension Plan
- 401k Plan with company match
- Excellent health benefits
- Flexible Paid Time Off (PTO), Volunteer Time Off (VTO), and Wellness Time Off (WTO)
- 10+ paid holidays per year
- Lifestyle Spending Account stipend for wellness, caregiving, or personal expenses such student loans and tuition reimbursement
- Employee recognition program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
