CommunityAmerica Credit Union
Desktop Support Technician
CommunityAmerica Credit Union, Lenexa, Kansas, United States,
Summary:
Solution Center serves as the first level of technical support for all hardware and software related problems. The Desktop Support Technician is an entry-level IT support role responsible for monitoring and maintaining of CommunityAmericas desktop and laptop computer systems and applications including, but not limited to, core banking systems support, network and infrastructure troubleshooting, printer support and maintenance, phone systems and telephony hardware support, audio/visual equipment and conference room support, ATM first line support and any other technical problems, either over the phone, digitally or in person. Duties & Responsibilities: Resolve hardware/software problems by initiating and tracking assignments to technical resources, vendors, etc. via in person, telephone, e-mail and chat interactions. Display creative problem-solving to aid in determining and implementing appropriate workaround procedures, ensuring timely resolution of issues. Identify and escalate priority issues per documented processes and defined SLAs. Understand and respond properly to escalation and incident management procedures. Apply a continuous improvement mindset to spot common trends and underlying problems with systems and processes. Provide support to branch offices and remote work locations. Provide first line ATM support and vendor escalation. Provide technical support on department and/or organizational-wide projects. Set up, deploy, and maintain PC workstations and laptops along with associated credentials. Assess/document asset information including location, configuration, and utilization. Periodically serve as 24-hour on-call support for all credit union technology. Create, maintain, and follow technical knowledge base articles, processes, and procedures. Complete preventive technical maintenance as scheduled or necessary. Proactively keep open lines of communication with clients through follow-up calls and in person/site visits. Maintain proper security measures and procedures to prevent unauthorized system access and/or data loss. Observe the highest level of confidentiality when dealing with member accounts or personal information and credit union records. Demonstrate behaviors that are consistent with the credit unions values, philosophies, and leadership characteristics. Promotes honest and open communication throughout the credit union. Perform other duties as assigned.
Requirements: Education and Experience Requirements: Must possess a high school diploma or equivalent. Six months of applicable college level course work or six months or more of related experience in an Information Technology support role or related field preferred. Technical certifications related to role are preferred. Required Knowledge, Skills and Abilities: Must have strong analytical, communication and interrelation skills emphasizing quality work and ability to interact with individuals of varying technical experience levels. 1-2 years of experience supporting recent versions of Windows and Office 365. 1-2 years of experience of technical troubleshooting and supporting desktop/laptop hardware. 1-2 years of customer service experience and knowledge of principles and practices. Strong written and verbal communication skills. Appreciates the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations. Ability to resolve interpersonal conflict and miscommunications. Good planning, multi-tasking, organizational and prioritization skills are required, in addition to an ability to work well under pressure and meet deadlines. Should be able to demonstrate an ability to be successful with limited direction. Must be able to be bonded. Preferred Knowledge, Skills and Abilities: 1-2 years of experience supporting Mac operating systems. 1-2 years of experience supporting versions of Android and iOS operating systems. 1-2 years of Microsoft Exchange support and administration 1-2 years of Active Directory experience. 1-2 years of Microsoft Intune (Endpoint Manager) experience. 1-2 years of experience supporting Windows Server operating environments. 1-2 years of experience supporting Microsoft Teams and Zoom collaboration systems. 1-2 years of scripting fundamentals experience, including executing, editing, and writing. 1-2 years of experience using ServiceNow or similar IT service management platform. 1-2 years of help desk, desktop support, or call center support experience. Basic knowledge of network infrastructure including switches, routers, firewalls, etc. Knowledge of ITIL fundamentals. Knowledge of process automation tools and concepts. Knowledge of AI and chatbot fundamentals. Financial industry knowledge
Solution Center serves as the first level of technical support for all hardware and software related problems. The Desktop Support Technician is an entry-level IT support role responsible for monitoring and maintaining of CommunityAmericas desktop and laptop computer systems and applications including, but not limited to, core banking systems support, network and infrastructure troubleshooting, printer support and maintenance, phone systems and telephony hardware support, audio/visual equipment and conference room support, ATM first line support and any other technical problems, either over the phone, digitally or in person. Duties & Responsibilities: Resolve hardware/software problems by initiating and tracking assignments to technical resources, vendors, etc. via in person, telephone, e-mail and chat interactions. Display creative problem-solving to aid in determining and implementing appropriate workaround procedures, ensuring timely resolution of issues. Identify and escalate priority issues per documented processes and defined SLAs. Understand and respond properly to escalation and incident management procedures. Apply a continuous improvement mindset to spot common trends and underlying problems with systems and processes. Provide support to branch offices and remote work locations. Provide first line ATM support and vendor escalation. Provide technical support on department and/or organizational-wide projects. Set up, deploy, and maintain PC workstations and laptops along with associated credentials. Assess/document asset information including location, configuration, and utilization. Periodically serve as 24-hour on-call support for all credit union technology. Create, maintain, and follow technical knowledge base articles, processes, and procedures. Complete preventive technical maintenance as scheduled or necessary. Proactively keep open lines of communication with clients through follow-up calls and in person/site visits. Maintain proper security measures and procedures to prevent unauthorized system access and/or data loss. Observe the highest level of confidentiality when dealing with member accounts or personal information and credit union records. Demonstrate behaviors that are consistent with the credit unions values, philosophies, and leadership characteristics. Promotes honest and open communication throughout the credit union. Perform other duties as assigned.
Requirements: Education and Experience Requirements: Must possess a high school diploma or equivalent. Six months of applicable college level course work or six months or more of related experience in an Information Technology support role or related field preferred. Technical certifications related to role are preferred. Required Knowledge, Skills and Abilities: Must have strong analytical, communication and interrelation skills emphasizing quality work and ability to interact with individuals of varying technical experience levels. 1-2 years of experience supporting recent versions of Windows and Office 365. 1-2 years of experience of technical troubleshooting and supporting desktop/laptop hardware. 1-2 years of customer service experience and knowledge of principles and practices. Strong written and verbal communication skills. Appreciates the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations. Ability to resolve interpersonal conflict and miscommunications. Good planning, multi-tasking, organizational and prioritization skills are required, in addition to an ability to work well under pressure and meet deadlines. Should be able to demonstrate an ability to be successful with limited direction. Must be able to be bonded. Preferred Knowledge, Skills and Abilities: 1-2 years of experience supporting Mac operating systems. 1-2 years of experience supporting versions of Android and iOS operating systems. 1-2 years of Microsoft Exchange support and administration 1-2 years of Active Directory experience. 1-2 years of Microsoft Intune (Endpoint Manager) experience. 1-2 years of experience supporting Windows Server operating environments. 1-2 years of experience supporting Microsoft Teams and Zoom collaboration systems. 1-2 years of scripting fundamentals experience, including executing, editing, and writing. 1-2 years of experience using ServiceNow or similar IT service management platform. 1-2 years of help desk, desktop support, or call center support experience. Basic knowledge of network infrastructure including switches, routers, firewalls, etc. Knowledge of ITIL fundamentals. Knowledge of process automation tools and concepts. Knowledge of AI and chatbot fundamentals. Financial industry knowledge