Responsible for performing technical help desk support to all users. Maintains, upgrades, and repairs Credit Union PCs and peripheral equipment. Loads and verifies software, tracks and resolves equipment problems, and assists with licensing and inventory control. Provides professional service at all levels of operation. Assists and supports area personnel and promotes a team environment. Keeps management well informed of area activities and maintains all related records.
|Location|| ||4979 Tower Hill Road|
Wakefield, RI 02879
|Employee Type|| ||Non-Exempt|
|Required Degree|| ||High School|
|Manage Others|| ||No|
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for providing effective technical support for all users.
a. Receives and prioritizes calls and e-mails from users. Assigns tasks to appropriate trouble tickets and ensures that all problems are tracked, measured, resolved, and verified.
b. Provides first-line support answering technical questions and providing resolutions to problems. Works on issues from start to finish.
c. Provides information to all users regarding system status, operability, proper equipment use, and printer functions.
d. Maintains, upgrades, and repairs Credit Union PCs and peripheral equipment for all systems.
e. Loads and verifies software and checks for correct operations.
f. Completes hardware and software licensing functions and assists with inventory management.
2. Assumes responsibility for establishing and maintaining professional working relationships with members, vendors, and outside contacts.
- a. Tracks and resolves problems promptly and effectively. Ensures optimal service.
b. Ensures that deadlines are met.
c. Obtains and conveys information as needed. Logs all problems including cause and resolution information.
d. Promotes goodwill and a positive image of the Credit Union.
3. Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.
a. Notifies all involved parties when tickets are opened and closed.
b. Tracks and records resolutions of problems for future reference, training, and reporting.
c. Cooperates in a team environment to promote strong member assistance and learning.
d. Works with different departments to assist in providing technical solutions as needed.
e. Keeps management well informed of area activities and of any significant problems. Attends meetings as required.
f. Maintains accurate and up-to-date reports.
4. Assumes responsibility for related duties as required or assigned.
a. Ensures that work area is clean, secure, and well maintained.
b. Performs miscellaneous projects as assigned.
c. Updates technical skills as required.
Flexible based on employee’s schedule. Between 20-25 hours weekly.
*Schedule is subject to change based on Operations Department needs.
Education/Certification: High school graduate or equivalent.
Training in computer hardware, software, and basic networking.
REQUIRED KNOWLEDGE: Understanding of PC hardware. Knowledge of program applications. Basic networking.
experience required: One or more years of related software and hardware experience.
skills/abilities: Able to work well independently.
Exceptional problem-solving skills.
Solid oral and written communications abilities.
Ability to assist and train others.