Helpdesk Technician (Administrative)
Job Description Summary
Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Responds promptly to queries via phone, email, or in-person regarding computer systems, software, hardware, and network issues. Troubleshoots, diagnoses and provides solutions for first level hardware and software problems using applicable tools and references; informs users of system-wide issues and resolutions; documents work performed in helpdesk software.
- Diagnoses and troubleshoots technical problems, identifying root causes and implementing effective solutions. For problems that cannot be resolved at first contact, opens and assigns helpdesk tickets to appropriate Technology division staff for further troubleshooting and resolution, based on the nature of the problem involved.
- Provides step by step guidance to users to resolve system or application errors. Escalates complex or unresolved issues to higher-level IT staff or external venders as necessary.
- Documents recurring issues and establishes troubleshooting procedures to ensure faster resolution in the future.
- Educates users on basic system operations and best practices to reduce technical errors and downtime.
- Delivers timely updates to users on the status of their requests.
- Compiles regular reports on common technical issues to inform IT staff. Makes policy updates and/or improvement recommendations.
- Contributes to the development of user manuals, FAQs, and other support documentation.
- Completes all required training programs to maintain a current knowledge applicable to assigned duties and responsibilities.
- Participates in a shared on-call rotation to provide timely support and address critical issues as they arise.
- Provides backup support to other Technology Operations Support staff as assigned.
Company Wide Expectations
- Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
- Delivers friendly, caring service to internal and external members.
- Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
- Follow all physical and online security procedures and maintain strict confidentiality of all member information.
- Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
- Works scheduled hours and maintains punctuality.
- Performs other related duties as assigned or requested.
EDUCATION/EXPERIENCE
Minimum Qualifications
To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required.
An equivalent combination of education and experience may be considered.
Education Requirements
- High School or GED - Required
- Completion of specialized computer support or information systems course. - Preferred
- Certifications such as CompTIA A+, Microsoft Certified: Fundamentals, or similar are highly desirable.
Experience Requirement
- 2 Years - Responsible technical support and help desk experience. - Required
SKILLS/ABILITIES
- Strong understanding of computer hardware, operating systems, and software applications.
- Basic operations of a helpdesk and standard helpdesk software.
- Familiarity with networking fundamentals, including TCP/IP, wireless protocols, and LAN/WAN technologies.
- Proficiency in troubleshooting tools, remote support software, and diagnostic utilities.
- Excellent verbal and written communication skills for clear user interactions and documentation.
- Strong problem-solving skills, with the ability to work well under pressure and within deadlines.
- Patient and empathetic approach to dealing with less tech-savvy users.
- Methods and techniques for troubleshooting and determining the causes of standard computer hardware and software problems and device errors and failures.
- Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
- Ability to handle difficult situations while maintaining a helpful and courteous demeanor.
- Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
- Resolve problems utilizing advanced knowledge and experience.
- Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
- Use correct English including spelling, grammar and punctuation.
- Operate computers and use business software and other standard office equipment.
- Understand and follow written and oral instructions.
- Set priorities and manage one's own time effectively.
PHYSICAL DEMANDS
Physical Demands Disclaimer
The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements
- Intermittent standing, sitting, walking, bending and climbing.
- Using hands repetitively to handle, feel or operate computers and other standard office equipment.
- Reaching with hands and arms.
- Lifting and carrying up to 25 pounds.
WORK ENVIRONMENT
Work Environment Disclaimer
An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;
Work Environment
- Works in a typical technology office environment.
- Provides on-call technical assistance on a 24x7 basis.
Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.
We are proud to be a Drug-Free and Tobacco Free Workplace.
