Truliant Federal Credit Union
IT Service Desk Engineer I
Truliant Federal Credit Union, Winston Salem, North Carolina, United States, 27104
Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.Purpose of the JobThe IT Service Desk Engineer I acts as the initial support contact for technology issues from internal staff.
The Engineer I is expected to troubleshoot, resolve or escalate these problems or issues and documents issue details and their resolution.
It is of critical importance for the Engineer I to possess excellent interpersonal communication skills to support the delivery of outstanding white-glove service in a team-based environment. The Engineer I must be able to explain technical concepts or procedures in a clear, concise and easy-to-understand manner for an employee-base who utilizes a wide variety of applications and systems. This position participates in the on-call rotation with after-hours and weekend support.
Essential Functions and ResponsibilitiesAnswers, evaluates and prioritizes incoming telephone, voicemail, email, and in-person requests for employees experiencing technical problems.Provides first level technology support with problem resolution to include all technical areas such as computers, printers, video, applications, conference room, network access, wireless, mobile devices, etc.Approaches problem solving from an overall solution perspective.Resolves issues in a timely, respectful, considerate and concerned manner.Escalates issues as needed to IT Service Desk Engineer II and other appropriate IT staff and follows up to ensure immediate resolution of critical issues.Ensures proper documentation is created for all IT trouble tickets as they occur.Assists IT Service Desk Engineer II to develop, implement and maintain solid documentation for knowledge management and internal procedures and processes.Actively monitors the Service Desk ticketing queue and SLAs as part of an on-call rotation to ensure service-level commitments are being met.Actively maintains contact with employees with progress updates of escalated issues.Coordinates setup of new user accounts across multiple platforms, employee hardware deployments and upgrades.Participates in the technology onboarding of new employees, introducing them to and training them on their individual desktop computing needs and tools, while explaining our basic IT interaction processes and procedures.Works remotely with employees to troubleshoot hardware and software issues, coordinating and continually interacting with support personnel and vendors that resolve issues related to software, hardware, and network.Provides support to employees using VMware Horizon clients and vSphere management console.Participates in a weekly on-call rotation including after hours and weekend support.Provides support for all branch operations hardware including zero client, printing, signing, scanning peripherals, cash dispensers cash recyclers (TCRs) as part of daily operations and the on-call rotation.Assists with supporting telecommunications local area and wide area networks, including voice and data.Coordinates and communicates with vendors when issues arise with 3rd party vendor applications.Configures, troubleshoots, deploys and maintains mobile devices (iPad, iPhone, Android).
Other Duties and ResponsibilitiesAssists with other tasks and projects as assignedPrioritizes and schedules tasks accordingly. Escalates problems (when required) to the appropriately experienced technician.
Knowledge, Skills, and AbilitiesUnderstanding of Desktop Operating Systems from Microsoft Windows, particularly Windows 10 requiredUnderstanding of Windows Active Directory is requiredUnderstanding of Microsoft Exchange is preferredUnderstanding of virtual environments and experience with VMware requiredUnderstanding of PC hardware and software including hands-on troubleshootingUnderstanding of Microsoft Desktop applications, specifically Office platforms, Internet Explorer, and Google Chrome is requiredMust have ability to conduct research into hardware and software issues and productsMust have excellent communication skills in English, both verbal and written, and possess the ability to clearly communicate technical concepts to non-technical peopleMust have ability to recognize, analyze, and effectively solve problems in a timely and organized mannerMust be detail oriented and well organizedMust be able to work in a general office environmentMust be flexible and able to shift resources and prioritiesMust be able to maintain a professional attitude even during stressful situationsMust be able to complete all assignments with minimal supervisionMust possess an outstanding commitment to providing excellent white-glove service
Physical RequirementsOccasional travel within NC, VA and SC may be required for on-site support; Must have a valid driver’s
license and be able to travel between Truliant FCU locations as neededOccasional standing, walking, bending, and stooping requiredMust be able to sit at a desk for long periods of time and use a computerMust be able to moderately lift or move up to 10 pounds and occasionally lift or move up to 40 pounds
Education and BackgroundBachelor’s degree or Associates degree in IT related field or 3 years equivalent experience required in lieu of degreeMinimum of 2 years of experience in an IT Service Desk Engineer capacity is requiredWorking technical knowledge of Microsoft Windows, current network protocols and standards, laptops, printers, MS Office products and VMWareExperience working in a team-oriented, collaborative environment is requiredA+ or industry standard laptop/desktop certification preferred
If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!
As a member of the Truliant family, you will enjoy the following full time benefits:No-cost employee Medical, dental, vision coveragePrescription benefits (including mail order)Paid holidays and Paid Time Off (PTO)401(k) plan with contribution matchingPaid community involvement volunteers hoursPaid group life InsuranceTeammate loan discountsTuition reimbursementShort and long-term disabilityHealth & Wellness programTeledoc (physician video conferencing)Onsite fitness facilities or health club reimbursementEmployee Assistance Program (EAP)Medical flexible spending accountDependent care flexible spending account
The Engineer I is expected to troubleshoot, resolve or escalate these problems or issues and documents issue details and their resolution.
It is of critical importance for the Engineer I to possess excellent interpersonal communication skills to support the delivery of outstanding white-glove service in a team-based environment. The Engineer I must be able to explain technical concepts or procedures in a clear, concise and easy-to-understand manner for an employee-base who utilizes a wide variety of applications and systems. This position participates in the on-call rotation with after-hours and weekend support.
Essential Functions and ResponsibilitiesAnswers, evaluates and prioritizes incoming telephone, voicemail, email, and in-person requests for employees experiencing technical problems.Provides first level technology support with problem resolution to include all technical areas such as computers, printers, video, applications, conference room, network access, wireless, mobile devices, etc.Approaches problem solving from an overall solution perspective.Resolves issues in a timely, respectful, considerate and concerned manner.Escalates issues as needed to IT Service Desk Engineer II and other appropriate IT staff and follows up to ensure immediate resolution of critical issues.Ensures proper documentation is created for all IT trouble tickets as they occur.Assists IT Service Desk Engineer II to develop, implement and maintain solid documentation for knowledge management and internal procedures and processes.Actively monitors the Service Desk ticketing queue and SLAs as part of an on-call rotation to ensure service-level commitments are being met.Actively maintains contact with employees with progress updates of escalated issues.Coordinates setup of new user accounts across multiple platforms, employee hardware deployments and upgrades.Participates in the technology onboarding of new employees, introducing them to and training them on their individual desktop computing needs and tools, while explaining our basic IT interaction processes and procedures.Works remotely with employees to troubleshoot hardware and software issues, coordinating and continually interacting with support personnel and vendors that resolve issues related to software, hardware, and network.Provides support to employees using VMware Horizon clients and vSphere management console.Participates in a weekly on-call rotation including after hours and weekend support.Provides support for all branch operations hardware including zero client, printing, signing, scanning peripherals, cash dispensers cash recyclers (TCRs) as part of daily operations and the on-call rotation.Assists with supporting telecommunications local area and wide area networks, including voice and data.Coordinates and communicates with vendors when issues arise with 3rd party vendor applications.Configures, troubleshoots, deploys and maintains mobile devices (iPad, iPhone, Android).
Other Duties and ResponsibilitiesAssists with other tasks and projects as assignedPrioritizes and schedules tasks accordingly. Escalates problems (when required) to the appropriately experienced technician.
Knowledge, Skills, and AbilitiesUnderstanding of Desktop Operating Systems from Microsoft Windows, particularly Windows 10 requiredUnderstanding of Windows Active Directory is requiredUnderstanding of Microsoft Exchange is preferredUnderstanding of virtual environments and experience with VMware requiredUnderstanding of PC hardware and software including hands-on troubleshootingUnderstanding of Microsoft Desktop applications, specifically Office platforms, Internet Explorer, and Google Chrome is requiredMust have ability to conduct research into hardware and software issues and productsMust have excellent communication skills in English, both verbal and written, and possess the ability to clearly communicate technical concepts to non-technical peopleMust have ability to recognize, analyze, and effectively solve problems in a timely and organized mannerMust be detail oriented and well organizedMust be able to work in a general office environmentMust be flexible and able to shift resources and prioritiesMust be able to maintain a professional attitude even during stressful situationsMust be able to complete all assignments with minimal supervisionMust possess an outstanding commitment to providing excellent white-glove service
Physical RequirementsOccasional travel within NC, VA and SC may be required for on-site support; Must have a valid driver’s
license and be able to travel between Truliant FCU locations as neededOccasional standing, walking, bending, and stooping requiredMust be able to sit at a desk for long periods of time and use a computerMust be able to moderately lift or move up to 10 pounds and occasionally lift or move up to 40 pounds
Education and BackgroundBachelor’s degree or Associates degree in IT related field or 3 years equivalent experience required in lieu of degreeMinimum of 2 years of experience in an IT Service Desk Engineer capacity is requiredWorking technical knowledge of Microsoft Windows, current network protocols and standards, laptops, printers, MS Office products and VMWareExperience working in a team-oriented, collaborative environment is requiredA+ or industry standard laptop/desktop certification preferred
If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!
As a member of the Truliant family, you will enjoy the following full time benefits:No-cost employee Medical, dental, vision coveragePrescription benefits (including mail order)Paid holidays and Paid Time Off (PTO)401(k) plan with contribution matchingPaid community involvement volunteers hoursPaid group life InsuranceTeammate loan discountsTuition reimbursementShort and long-term disabilityHealth & Wellness programTeledoc (physician video conferencing)Onsite fitness facilities or health club reimbursementEmployee Assistance Program (EAP)Medical flexible spending accountDependent care flexible spending account