ORNL Federal Credit Union
IT Help Desk Technician
ORNL Federal Credit Union, Oak Ridge, Tennessee, United States, 37830
The deadline to apply for this opportunity is November 18, 2024.This position is hybrid/remote (in office 1-2 days/week).
The Help Desk Technician provides technical support to end users and other members of the Information Technology department by troubleshooting application software, operating systems, computer hardware and peripherals to diagnose and resolve recurring or unique problems.
Essential Functions and Responsibilities :Provides Helpdesk technical phone support, which includes diagnosis and resolution of technical hardware and software problems, research using available information resources, advising user of actions to take, and documentation of work in the service management system. The following environments are supported:
Physical Windows desktops, Virtual Windows desktops and physical laptops with their software applications and peripheralsCitrix and AWS Workspace virtual desktop infrastructure, including thin and zero clientsMicrosoft 365 environments
Installs, configures, tests, and supports computers, peripheral equipment, and software at branch and department locations within established standards and guidelines. The environments supported are listed above.Communicates with end users and other members of the technology department.Works with other members of IT staff as appropriate to determine and resolve user issues.Documents issue resolution using the ticketing system.Assesses functional needs to determine specifications for purchases.Works with vendor contacts to resolve technical problems with third party desktop computing equipment and software.Performs other job related duties as assigned.Experience : One or more years of troubleshooting computer hardware and software problems via phone and in person is required.Experience with user support in a VDI or AWS Workspace environment is preferred.Experience with ITSM processes is preferred.
Education : Associates Degree in Information Technology or Computer Science, or a high school diploma with a technical certification (such as A+ or Google IT Support Professional) is required.
Other skills required :
Must be proficient with Microsoft 365 and Google Workspace applicationsMust be proficient with computer troubleshooting for Windows desktops and laptops.Must be proficient with desktop computer hardware maintenance.Ability to extract technical information from employees who do not have an understanding of technical terms.Ability to convert technical terms into non-technical language to employees while understanding the technical implications and projecting confidence that the problem can be resolved.Ability to learn new systems/processes required.Must have good customer service skills.Must have good verbal communication skills in person and over the phone.Must have good written communication skills.Must work well in a team environment and welcome feedback.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
The Help Desk Technician provides technical support to end users and other members of the Information Technology department by troubleshooting application software, operating systems, computer hardware and peripherals to diagnose and resolve recurring or unique problems.
Essential Functions and Responsibilities :Provides Helpdesk technical phone support, which includes diagnosis and resolution of technical hardware and software problems, research using available information resources, advising user of actions to take, and documentation of work in the service management system. The following environments are supported:
Physical Windows desktops, Virtual Windows desktops and physical laptops with their software applications and peripheralsCitrix and AWS Workspace virtual desktop infrastructure, including thin and zero clientsMicrosoft 365 environments
Installs, configures, tests, and supports computers, peripheral equipment, and software at branch and department locations within established standards and guidelines. The environments supported are listed above.Communicates with end users and other members of the technology department.Works with other members of IT staff as appropriate to determine and resolve user issues.Documents issue resolution using the ticketing system.Assesses functional needs to determine specifications for purchases.Works with vendor contacts to resolve technical problems with third party desktop computing equipment and software.Performs other job related duties as assigned.Experience : One or more years of troubleshooting computer hardware and software problems via phone and in person is required.Experience with user support in a VDI or AWS Workspace environment is preferred.Experience with ITSM processes is preferred.
Education : Associates Degree in Information Technology or Computer Science, or a high school diploma with a technical certification (such as A+ or Google IT Support Professional) is required.
Other skills required :
Must be proficient with Microsoft 365 and Google Workspace applicationsMust be proficient with computer troubleshooting for Windows desktops and laptops.Must be proficient with desktop computer hardware maintenance.Ability to extract technical information from employees who do not have an understanding of technical terms.Ability to convert technical terms into non-technical language to employees while understanding the technical implications and projecting confidence that the problem can be resolved.Ability to learn new systems/processes required.Must have good customer service skills.Must have good verbal communication skills in person and over the phone.Must have good written communication skills.Must work well in a team environment and welcome feedback.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)