IT Support Technician I

Reports To: IT Support Supervisor

Grade: 8 Classification: Non-Exempt

Supervises Direct: 0 Supervises Indirect: 0

WORK FROM HOME POSITION LEVEL: Occasional – Team member may work from home occasionally, typically no more than one day a week. A dedicated workstation will be maintained in the office.

Role:

Provide exceptional service front-line support to the user community dealing with general Information Technology (IT) support issues. Maintain computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and software. Troubleshoot problem areas in a timely and accurate fashion, and provide end user training where required. Coordinate with end users and technical staff to implement and maintain systems that utilize industry best practices to meet business objectives, while maintaining the security and integrity of the data, system and network.

 

Essential Functions & Responsibilities:

50% Respond to Help Desk service requests in a timely manner. Evaluate, prioritize, respond, resolve, document, and track end-user incidents. Maintain timely and accurate helpdesk records using the ticket management system.

 

20% Install, configure, test, maintain, monitor, and troubleshoot end user desktop/laptop software/ hardware, networked peripheral devices. Work with IT Management to ensure software licenses are maintained. Troubleshoot local-area networks (LAN) and wide-area networks (WAN) connectivity issues. Provide connectivity to wireless or wired infrastructure for desktops, laptops, printers and all computer related equipment. Support user remote access.

 

10% Provide basic training to end users for proper use of computer equipment and software including Microsoft products.

 

10% Work frequently/daily with other IT departments regularly for work direction and updates, collaboration and debriefing.

 

10% Proactively performs other related duties as required.

 

Performance Measurements:

1. Support and practice Rogue’s mission, vision, values and loyalty culture. Utilize the service factors with both internal and external members. Embrace Rogue’s community involvement program in a positive and proactive manner.

 

2. To provide a high level information system technical support to all employees of the Credit Union in a professional, courteous and efficient manner.

 

3. To stay informed of current trends affecting technology within the financial services industry.

 

4. To maximize system uptime on assigned systems.

 

5. To research, recommend, and implement best practice procedures and systems to ensure the long term viability and efficiency of our information technology.

 

6. To assist in training and cross training the IS staff in all areas related to assigned systems.

 

7. To create and maintain documentation on all process related to assigned hardware and software systems.

 

8. To implement and maintain appropriate disaster contingency plans for assigned systems.

 

9. To work independently on tasks assigned.

 

Knowledge and Skills:

Experience: One month to twelve months of similar or related experience.

 

Education: Prefer an Associate’s degree in an IT related field desired; Certifications: A+, Microsoft Certified Desktop Support Technician (MCDST) or a relevant MCITP (e.g. Windows 7)

 

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

 

Other Skills: Basic understanding of desktop technologies, ability to multi task with good organizational skills. Preferred knowledge of Microsoft operating systems, Active Directory, desktop hardware, productivity suites (Microsoft Office), workstation imaging solutions, general networking technologies, Remote desktop, phone system support, copiers/printers, mobile devices, Wi-Fi connectivity.

 

Basic troubleshooting skills, preferred computer experience with: Windows 7, Microsoft Office Products, Microsoft email systems, Helpdesk Systems, anti-virus solutions.

 

Physical Requirements: Some lifting required (up to 30 pounds), continuous sitting, occasional standing and occasional walking. Finger dexterity while using computer. Occasional talking and hearing in person and on the telephone. Continuous clarity of vision at 20 inches or less and continuous clarity of vision at 20 feet or more. Must possess and maintain a valid driver’s license.

 

Work Environment: Normal workday with occasional overtime may require working evenings, Saturdays or Sunday. Exposed to potentially hazardous conditions, i.e., robbery.

 

Disclaimer:

Job descriptions are not intended, and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs.

 

Note: Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.

 

Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7577 or email [email protected].

This Job Description is not a complete statement of all duties and responsibilities comprising the position.