IT Service Desk Administrator

POSTED: January 22, 2021
BUSINESS: Purdue Federal Credit Union
POSITION TYPE: Full-time 
START DATE: Immediate Availability

Position Summary:

The Service Desk Administrator role is to ensure proper computer, telephone, printer, and software operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

*Employees are expected to adhere to all rules and regulations applicable to this position, including but not limited to all policies and procedures pertaining to the Bank Secrecy Act.

Duties and Responsibilities (Essential Functions):

· Manage daily tasks assigned by IT Infrastructure Manager.

· Identify and learn appropriate software and hardware used and supported by the Credit Union.

· Field incoming help requests from end users via Help Desk software, e-mail, and telephone in a courteous manner.

· Triage all incoming requests through the Help Desk and apply first attempt troubleshooting steps (escalate trouble tickets when required)

· Install all desktop equipment and peripherals, including printers.

· Maintain asset inventory - Record, track, and document all desktop peripherals, lifecycle, manufacturer, model, and serial number.

· Schedule support sessions for all internal users requiring additional assistance with appropriate team members.

· Escalate Business continuity issues to proper channels.

· Document all pertinent end user identification information, including name, contact information, and nature of problem or issue and preferred method of support.

· Build rapport and elicit problem details from help desk customers.

· Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution.

· Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications

· Perform routine system health checks.

· Recommend appropriate training classes for end users to Corporate Training Services Department.

· Prepare all equipment for salvage disposal.

Knowledge, Skill, and Ability Requirements:

Education and Credentials

o Bachelor’s Degree in Information Technology and/or equivalent combination of education and experience

 Experience

o Minimum 2+ years of experience in software support, testing, and troubleshooting in a corporate environment of 100+ users.

o Experience training end-users on Microsoft platforms at the desktop level

Knowledge/Skills/Abilities

o MCSA/MCSE Desired

o Multitasking

o Knowledge of Skype for Business/WebEx preferred

o Knowledge of imaging techniques and remote software deployment. (Preferably SCCM)

o Knowledge of software development lifecycles and release processes

o Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors and company contacts

o Ability to follow the core values of honesty, integrity, mutual respect, pride and ownership

Work Environment/Physical Demands:

· This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phone, photocopiers, filing cabinets and fax machines

· This position requires manual dexterity, the ability to lift files and open filing cabinets

· This position requires sitting, bending, stooping or standing as necessary

Benefits:

Purdue Federal offers competitive wages including an advancement program, excellent benefits, training and development opportunities, and employee appreciation.

It is the policy of Purdue Federal Credit Union not to discriminate against any employee or applicant for employment because of race, color, religion, age, sex, national origin, disability, marital status, genetic information, sexual preference, ancestry, student status, veteran status or arrest and conviction records or any other protected class not directly relevant to employment.

Application Instructions:

For further details or if you are interested in joining one of the “Best Places to Work in Indiana” where Honesty, Integrity, Mutual Respect, and Pride & Ownership are the core values, please complete our online application: https://purduefedcareers.silkroad.com/

 

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