Technology Services Support I - Broomfield - Premier Members Credit Union

POSITION SUMMARY:

The Technology Services Support I position is responsible for maintaining, configuring, installing, and troubleshooting all end user hardware and software systems. Provides IT related customer service and technical support to all users company-wide.

ESSENTIAL FUNCTIONS:

• Provides tier one technical support to credit union using an industry standard help desk ticketing system.
• Installs, upgrades, and troubleshoots end user hardware and software.
• Provides both on-site and remote support for help desk tickets and emergency phone calls with the goal of providing solutions within the established Service Level Agreements.
• Provision user accounts and application access based on established procedures for new hires, promotions, transfers, and terminations.
• Image, configure and deploy workstations to end users, including education on basic computer functions in a Windows-based environment.
• Participates on an Incident Management team, with the requirement of being the Major Incident Manager in a weekly rotation.
• Responds to a reported service incident, identifying the cause, and initiating the incident management process.
• Provides communication bridges with the technical managers, system owners and executives, assisting with incident priority and update frequency.
• Responsible for writing and sending internal and external communications about the incident to staff.
• Document, maintain, and update procedures and solutions inside a knowledge base for Technical Services team.
• Develop step-by-step manuals, runbooks, and documents for front-end staff technical training.
• Inventory and asset management tracking including hardware, software and application licensing.
• Monitoring of a cloud-based email security service.
• Determining if the contents of held emails including sensitive information, such as PII should be released or escalated for investigation.
• Educating staff on secure email encryption and data loss protection.
• Works in conjunction with Cyber Security and Technical Operations team to provide help with workstation end-point protection, mobile device management and basic phone system management and configuration.
• Participates in a weekly on call rotation outside regularly scheduled hours.
• Perform other duties as assigned.

 QUALIFICATIONS

EDUCATION/CERTIFICATION:

• A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
• IT Certifications can be beneficial, such as CompTIA IT Fundamentals (ITF+), CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Windows 10, ITIL Foundation, etc.

 REQUIRED Knowledge:

• Knowledge of common PC hardware are beneficial.
• Knowledge of common desktop operating systems are beneficial.
• Knowledge of common helpdesk and desktop applications such as Jira, O365, and Office are beneficial.
• Understanding of general TCP/IP, DHCP, DNS, and client server communications are beneficial.

Experience Required:             

• A minimum of one year up to three years of similar or related experience, including preparatory experience.
• Experience in a previous helpdesk capacity are beneficial.
• Experience providing direct support for end-users.
• Experience with Active Directory a plus.
• Experience with remote support tools a plus.
• Experience with industry standard computer imaging software a plus.
• Experience with networking and systems concepts a plus.
• Basic knowledge of the Credit Union industry a plus.
• 2+ years experience in a similar technical support role is preferred; including help desk support, technical support, or IT support.

Skills/Abilities:

• Ability to use general office equipment and systems.
• Ability to manage multiple work-streams including support and emergency tasks in addition to maintaining progress on scheduled projects and tasks.
• Ability to work well in a dynamic and changing environment and adapt quickly to new conditions and priorities.
• Ability to prioritize multiple, simultaneous tasks and projects.
• Ability to recognize and define problems, research, and establish facts, and resolve issues and problems promptly. 
• Ability to use general office equipment and systems.

WORKING CONDITIONS

• Standard office conditions.
• Low to moderate noise.
• Limited lifting up to 50 lbs.
• Weekly travel within Colorado.

This description has been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success.  That contribution should not be limited by the assigned responsibilities.  Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent.  It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.