Role:
The primary role of this position is to be the key partner to our members financial journey and to help further the Credit Union's commitment to strengthening our communities and expand our current membership. To achieve this mission, the position must deliver high-quality service to both internal and external members from an IT perspective. This position provides advanced technical support in activities associated with the identification, prioritization, and resolution of reported problems. This position will assist internal staff in the corporate office and remote branch locations with technical support of PCs, applications, and related technology. Support includes installation, configuration, and troubleshooting of computer systems and peripherals adhering to predefined standards. Employee will also assist in the maintenance and management of some network servers and related equipment.
Essential Functions & Responsibilities:
E 30% Establishes network specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing router administration, including interface configuration and routing protocols.
Establishes network by evaluating network performance issues including availability, utilization, and latency; planning and executing the selection, installation, configuration, and testing of equipment.
N 20% Follows established process and procedures to provide customer support to clients (employees and/or members) via telephone, e-mail, or in-person. Provides training to end-users as appropriate. Utilizes and maintains resources such as websites and help desk tools to location solutions to known problems.
N 20% Troubleshoot and resolve general PC issues and support core business applications. Create tickets, record progress, and resolve requests for service. Follows established process and procedures to provide customer support to clients (employees and/or members) via telephone, e-mail, or in-person. Provides training to end-users as appropriate.
N 20% Understanding of the following concepts and technologies: Server/Client, Virtualization, Storage, VOIP, DNS, DHCP, Group Policy, OSPF, Route/Switch, Firewalls.
N 10% Performs related duties as assigned. Please note this job is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Performance Measurements:
- To achieve or exceed the established corporate service goals by delivering outstanding IT support service.
- To practice, promote, and support the Vision, Mission, and Core Values of the CU and to ensure they are carried out by each employee.
- To maintain a solid understanding of PC's and a wide variety of hardware and software.
- To monitor and make the required updates and modifications to keep the Credit Union system current with new technological changes.
- To ensure excellent technical troubleshooting skills and a moderate ability to grasp the more technical aspects of networks and systems.
- To provide appropriate hardware and software support in a timely manner.
- Must have a high degree of accuracy and quality of work.
- Dell desktop and server experience.
- Experience in supporting Windows Server/Client Active Directory domain environment.
Knowledge and Skills:
Experience
Three to five years of related experience supporting PCs/Servers in a Windows desktop/server environment.
Experience building PCs and comfortable with replacement of hardware as needed.
Experience installing software, patches, updates on PCs, laptops, and servers.
Experience troubleshooting basic network, software, hardware, printing problems.
Experience with the following technologies: Cisco Switches, Meraki Switches/Access Points, Sophos Firewalls, Nimble, VMware, Veeam, Office 365, APC UPS/PDUs, Allworx.
Knowledge of technologies and concepts such as virtualization, VOIP, DNS, DHCP, Group Policy, WSUS
Experience managing Dell desktops and servers a plus.
Experience working at a Credit Union or other financial institution a plus.
Education
Bachelor's degree preferred or equivalent years of work experience.
Interpersonal Skills
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills
Outstanding written and verbal communication skills are required.
Ability to prioritize multiple technical requests and reprioritize as necessary.
Ability to effective produce under pressure, meet deadlines and effectively coordinate multiple tasks.
Some travel is expected for this position. Reference Employee Handbook, sec 244, for full policy details on travel.
Must be able to work and travel independently. Must have valid driver's license and reliable transportation.
Physical Requirements
While performing the duties of the job, the employee is regularly required to stand, sit, walk, stoop, kneel, talk and hear. This position requires an active participant.
Vision requirements include: close vision and the ability to focus. Nature of the position requires physical mobility and the ability to lift a maximum of 40 pounds.
Work Environment
Full-time employees are required to complete (16) hours of volunteerism and (8) hours for Part-time employees. All volunteer time has to be approved prior to event. In addition, needs to benefit or have an impact in Harris County.
