Title: Service Desk Technician

Reports to: Service Desk Supervisor

Supervises: None

Status: Non-Exempt

Objective

The Service Desk Technician operates and monitors computer equipment. Performs routine tasks to maintain computer equipment and peripherals. Observes peripheral equipment and error messages displayed on monitor of terminal to detect faulty output or machine stoppage. Assumes responsibility for the timely and accurate generation of reports. Assumes responsibility for the effective and efficient operation of computer and peripheral equipment. Assumes responsibility for establishing and maintaining effective communication and coordination with Credit Union personnel and with management. Assumes responsibility for related duties as required or assigned.

Duties And Responsibilities

• Acts as Service Desk Coordinator, serving Level 1 support:
• Provides support to end users on a variety of issues
• Identifies, researches, and resolves technical problems
• Responds to telephone calls, email, and Service Desk requests for technical support
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals
• Documents, maintains, upgrades, or replaces hardware and software systems
• Supports and maintains user account information including rights, security and systems groups
• Reviews, analyzes, and evaluates information technology systems operations
• Moves PCs, monitors and other equipment and supplies
• Orders and tracks supplies for the IT department
• Maintains hardware and software inventory
• Assists in the creation of a variety of technical articles, reports, brochures, and/or manuals for documentation for a wide range of uses
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• Relates to other people beyond giving and receiving instructions:
• Gets along with coworkers or peers without exhibiting behavioral extremes
• Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
• Responds appropriately to feedback from supervisor
• Performs other duties as required by management
  

Required Qualifications

• At least one to two years of experience performing computer support, computer operations or similar position
• An associate degree or its equivalent experience
• Knowledge of computer hardware and software
• Knowledge of commonly used concepts, practices, and procedures within a particular field
• Attentive to detail
• Exceptional skill and accuracy in carefully following instructions
• Strong problem-solving skills
• Ability to operate computer, printer, computer tape drive and other business equipment
• Willingness to assist others
  
  

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to sit; use hands to manipulate, handle, feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.