HELPDESK TECHNICIAN

This position allows for an optional hybrid work arrangement which includes a combination of both in-office and remote work arrangements on a weekly basis. To be eligible for the program, employees must complete a minimum of 90 days of continuous employment, be in good standing, and agree to the terms of a Work from Home Agreement prior to being eligible for hybrid work. The employee's request is subject to supervisor approval. Working locations and hybrid schedules may be altered at management discretion.

Position Summary:

The Helpdesk Technician is responsible for responding to technical requests in regard to computer hardware, software, the network and telephones from end users and vendors.

Primary Responsibilities and Duties

1. Acts as the initial and primary point of contact for Help Desk support.
2. Resolves issues for break, fix and repair tickets independently or with assistance from the Technical Support Representatives. Coordinates with other department personnel or vendors to resolve issues as necessary.
3. Assists team with new projects or initiatives to facilitate effective rollout and seamless transition.
4. Provides friendly, professional, accurate service and support to all members and associates by promptly responding to email, phone messages, and helpdesk tickets with an appropriate degree of urgency.
5. Troubleshoots basic network, PC, printer, and telephony related problems in a timely manner, and alerts others when assistance is needed.
6. Installs appropriate hardware and software independently or with assistance from team members.
7. Creates and maintains computer images for different departments in the organization. Updates images regularly.
8. Keeps management informed regarding key operating issues affecting the organization.

Other Responsibilities and Duties

1. Develops, maintains, and demonstrates a working knowledge of hardware, operating systems, and network devices applicable to Launch.
2. May work after hours and weekends as necessary and directed by management.
3. Follows all Launch Credit Union policies and procedures.
4. Completes assigned compliance training in a timely manner.
5. Attends meeting and training sessions as required.
6. Performs other job-related duties as assigned.
7. Must maintain a valid driver's license to conduct on-site visits for resolution of technical and other issues, as needed.

Education, Experience, and Skills Required

1. Minimum of one year of similar or related experience in IT technical support.
2. A high school education or GED.
3. Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
4. Strong written, verbal, and interpersonal skills.
5. Experience in PC usage, hardware/software support, TCPIP and Networking troubleshooting required.
6. Possesses a basic understanding of Windows Operating systems and Windows Active Directory.
7. Windows scripts and workflow setup desirable.
8. Ability to diagnose and resolve problems over a WAN at remote locations.
9. Ability to work independently or as a member of a cohesive team.