Help Desk Administrator I

Summary

The Help Desk Administrator I provides technical support to staff that call into the Information Technology Help Desk in regards to a wide variety of issues. The position helps diagnose and correct problems with workstations, applications, and peripherals and provides support to team members regarding escalated issues.

Essential Functions

• Provide technical support and troubleshooting assistance remotely or in person throughout the Credit Union including workstation hardware (and peripherals), software, application support, network connectivity, projectors, printers, and IP Phones.
• Collaborate and work closely with the IT Security department to adhere to the strictest PCI compliance and security requirements. This includes following best practices for installing and supporting security applications for encryption, web and email filtering, and workstation operating system configuration and hardening.
• Work with the Facilities department and Digital Marketing Display vendors ensure proper display of marketing messages on all branch signs, TVs and drive-up terminals.
• Maintain compliance with internal standards for software, hardware, and documentation.
• Create and update application and procedural documentation for all systems that are within the Help Desk Administrator’s scope.
• Provide escalated support to all other MIS team members regarding Help Desk tickets while addressing, logging, and escalating service-desk tickets as needed.
• Provide advanced hardware diagnostics for hardware failure resolution of workstations, laptops, printers and peripheral equipment.
• Maintain an inventory of all Help Desk Administrator relevant hardware and equipment assets deployed throughout the Credit Union.
• Using industry standard software, create and test all new OS images for application compatibility as the hardware and Operation Systems change and are updated by the vendors.  Deploy software updates and remediate vulnerabilities as needed.
• Follow up on vendor support cases and keep end users informed of status.
• Set up and support teller cash machines at branch facilities with assistance from Help Desk Administrator IIs as needed. 
• Deploy software update packages using asset management application to push to Credit Union workstations for purposes of application version consistency and remediating vulnerabilities.
• Support Help Desk Administrator II role with automated personnel management processes in Active Directory and manually handle moves/adds/changes outside automation. 
• Collaborate closely with Help Desk Administrator II and Team Leader to maintain regular status updates for support and project cases, including documentation of solutions to users’ problems to ensure accurate metrics and reporting measurements from Help Desk software.
• Create excellent service experiences that promote the Veridian brand.
• Contribute positively to team effort by consistently achieving established goals and expectations.
• On call availability required for system support as needed that may include nights and weekends.

Key Attributes

• Oral and written communication skills.
• Member service focus.
• Attention to detail and accuracy.
• Positive attitude that supports a team environment.
• Dependable and punctual; flexible during peak times.
• High level of confidentiality.
• Organizational skills.
• Self-motivated; ability to work without close supervision.
• Problem solving; analysis.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Frequently lift and/or move items over 50 pounds.
• Remain sedentary (seated) for extended periods of time.
• Regularly stand, walk, bend, kneel, stoop, crouch, crawl and climb.

Working Conditions

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the employee is required to work both inside and outside in hot/cold, wet/humid, and dry conditions. The employee may also be exposed to fumes, airborne particles, and moving mechanical parts. Work in confined spaces and on ladders/scaffolds is often required.

Travel

Limited travel expected.

Required Education And Experience

• Associate's Degree in Computer Studies and/or Management Information Systems or equivalent combination of education, training, and experience of 4+ years. 

Preferred Education And Experience

• Microsoft certifications.
• Experience in a financial institution.
• Experience with end user support in a Windows based network environment.

Other Duties

Veridian Credit Union is a PCI compliant financial institution to ensure the security of member information. As such, all employees are expected to ensure security measures are in place and adhered to regarding PCI and other highly secure data compliance requirements.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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