Job Openings HFCU- IT Support Administrator

About the job HFCU- IT Support Administrator

POSITION PURPOSE

The IT Support Administrator is responsible for (but not limited to) providing helpdesk support to HFCU employees to ensure all end users can accomplish business tasks. This includes taking helpdesk calls, working helpdesk-related tickets, basic user and domain administration tasks, IT analyst for project teams, and in-person, hands-on support at the desktop level.

In addition to the day-to-day help desk responsibilities, the IT Support Administrator will engage in learning and growth opportunities expanding into support of VDI environment, Citrix, vSphere, server support, core domain services, core network infrastructure, telephony infrastructure, system analyst duties, and more.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

  1. Field incoming helpdesk requests from end users via telephone, email, chat, or intranet tickets in a courteous and professional manner.
  2. Build rapport and elicit problem details from helpdesk customers to achieve a proper first-call resolution.
  3. Perform IT helpdesk duties consisting of logging all calls, updating tickets, troubleshooting end-user computing, VDI environment, windows applications, and infrastructure-related issues.
  4. Perform basic domain administration duties such as Active Directory, Group Policy, Intranet maintenance, and general application account creation and maintenance.
  5. Assist in the administration and troubleshooting of telephony infrastructure including physical and softphone troubleshooting and basic user administration.
  6. Serve as IT analyst on project teams to gather and evaluate project requirements, document IT-related information, and make recommendations to IT Management and project stakeholders.
  7. Prioritize and schedule extended problem work accordingly and escalate, when required, to the appropriately experienced technician following Change Management protocols.
  8. Record, track and document the helpdesk request problem-solving process to track trending issues and determine root cause analysis.
  9. Assist with the deployment of software updates, Operating System updates, applications, and driver updates.
  10. Installation and cabling of equipment in computer rooms and Branch locations.
  11. Identify and learn appropriate software and hardware used and supported by the organization.
  12. Work with System Administrators to help enhance end-user computing environment including physical and virtual PC images.
  13. Work with hardware and software vendors as needed on issue resolution, enhancements, and upgrades.
  14. Perform hands-on fixes at the desktop level, including installing and upgrading software, hardware, and peripherals.
  15. Responsible for reporting on ticket volume, Service Level Objectives, and completion rate.
  16. Develop procedural documents for internal IT staff as well as guides for end-user troubleshooting.
  17. Assist with the execution and completion of technical tasks which support key Business and Technical projects.
  18. Must possess the desire to learn and grow professionally as the job requires.
  19. Attend training and initiate self-guided learning opportunities on technical and Business software products for enhanced knowledge and support.
  20. Travel to various Credit Union locations is required as needed.
  21. May require evening, weekend, and on-call work as needed.
  22. Assist department co-workers as needed.
  23. Performs additional duties as assigned.

QUALIFICATIONS

Education/ Certification

  • Associate or Bachelors's degree in Computer Science, Information Technology, Helpdesk Administration, Systems Administration, or a closely related field or equivalent experience required.
  • A+, Network+, Security+, CCISP, CCNA, MCP, or equivalent certifications are a plus

Required Knowledge and Experience

  • 1-3 years of helpdesk/ IT Support administration, domain administration, server administration, and network administration
  • Strong knowledge of Virtualized environments including VMware and Citrix
  • Proficient in troubleshooting hardware (desktops, laptops, printers, monitors, and other peripherals)
  • This position requires that the employee gain a working knowledge of Bank Secrecy Act (BSA) requirements and how they will affect their work. The employee will comply with all requirements of the BSA and cooperate with the designated BSA Officer to assuring compliance.

Skills/Abilities

  • Strong knowledge of domain administration, networking protocols, Microsoft Windows desktop operating systems, Microsoft Server operating systems, and Microsoft Office including O365.
  • Other requirements include a commitment to provide Premier Customer Support to our staff and a willingness to exhibit keen interpersonal skills in assisting staff members at varying levels of technical knowledge.
  • Sound decision-making, using logical thought processes, with the ability to support recommendations.
  • Ability to communicate effectively in both verbal and written forms.

Equal Opportunity Statement

Employment at our Credit Union is based on merit, ability, and qualifications. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.


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