Service Desk Technician II

Blue Federal Credit Union•Cheyenne, WY

1d•Hybrid

About The Position

Blue Federal Credit Union (Blue FCU) is seeking a Service Desk Technician II to provide Information Technology (IT) support to its employees. This role serves as the primary incident response technician for all service desk tickets, offering advanced troubleshooting and problem resolution for escalated issues. The technician will assist end users with computer systems, hardware, applications, peripherals, and network connectivity. Maintaining up-to-date knowledge of desktop operating systems, peripherals, components, and third-party applications is crucial. This position also acts as an escalation contact within the service desk for various technical issues, escalating to higher tiers as needed.

Requirements

2-5 years' experience in a similar Service Desk role.
Familiarity with IT concepts: ITIL, Hardware, Desktop Operating Systems, Active Directory, Microsoft 365.
Proficiency to multi-task several items at once.
Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
Must be capable of regular, reliable and timely attendance.
Must be able to perform job functions independently and work effectively either on own or as part of a team.
Must be able to plan and direct the work activities of self and others.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be able to perform complex mathematical calculations with extreme accuracy.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

Higher education in an IT related field
CompTIA A+ certification

Responsibilities

Respond to and troubleshoot incident/support tickets, assisting end users with basic troubleshooting steps.
Maintain established Service Level Agreements (SLAs).
Enforce asset management policies, including maintaining computer and peripheral inventories.
Administer Active Directory users, computers, groups, etc., for on-premises and cloud-hosted domains.
Administer Microsoft 365, including account support, maintenance, creation, and provisioning.
Image computers and perform or assist with deployment.
Travel to various branches to support end users and systems, including periodic health checks.
Employ basic automation functions, such as Power Automate and scripting.
Comply with all company policies and procedures, applicable laws and regulations.