Oct 19, 2018

IT Help Desk Coordinator

  • Golden 1 Credit Union
  • Sacramento, CA, USA
Full time Banking Information Technology

Job Description

GENERAL DESCRIPTION:

The Help Desk Coordinator is the initial point of contact for all Golden 1 end users and for all technical assistance and support related to computer systems, hardware, or software. This position responds to queries, runs diagnostic programs, isolates problems, determines and implements solutions. This position is also responsible for the administration of network and systems access for all end users and vendors ensuring compliance with credit union corporate policies.

TASKS, DUTIES, FUNCTIONS:

  1. Provide support using remote diagnostics and access tools to internal and offsite employees. Answer phones and respond to tickets via the Helpdesk ticketing system and email. Provides resolution and completion of end-user issues and requests within service level agreements.
  2. Administration of employee and vendor accounts access within the Golden 1 network by provisioning and de-provisioning access, ensuring all applicable policies are complied with.
  3. Coordinates, supports, and assists with the implementation of desktop/mobile devices, network administrative access, and technical support in a courteous, timely, and effective manner.
  4. Coordinate and/or perform hands-on fixes at tier2 level, including installing and upgrading software, installing hardware, configuring systems and applications on PCs, laptops, and mobile devices.
  5. Coordinate and/or perform hands-on fixes at tier2 level for network connectivity issues in a WAN/LAN, WIFI and Teller Cash Dispensers in an Enterprise environment.
  6. Maintain tables, parameters, and setting within the VMS Host System for terminals, desktop computers, printers, and cash dispensers.
  7. Communicate all updates for proper maintenance of equipment to the appropriate staff.
  8. Keep management updated on outstanding issues that are not resolved in a timely manner in accordance with established escalation procedures.
  9. Develop, document and implement operating procedures and conducts training as required
  10. Develop and maintain a clear understanding of the business area needs and incorporating these needs into technical solutions by updating, developing and maintaining a thorough knowledge of credit union procedures, products, service, and data processing systems.
  11. Properly escalates when user and system related security standards are not adhered to
  12. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
  13. Performs other job-related duties as necessary.

 

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

  1. Effective oral and written communication skills required with a focus on troubleshooting and error identification.
  2. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

  1. INTERNAL:All levels of staff and management
    1. EXTERNAL: Vendors

QUALIFICATIONS:

  1. EDUCATION: Successful completion of High School curriculum and prerequisite completion Computer Technology classes.
  2. EXPERIENCE:
  • Working knowledge of Microsoft Windows desktop operating system and MS Office.
  • Working knowledge of system hardware to include, PC's, printers, iPhones, iPads, and laptops.
  • Working knowledge with remote diagnostic tools like RDP, VNC, and MS Remote Assistant.
  • Working knowledge of network and system troubleshooting.
  • Demonstrates basic knowledge with systems security practices.

3. CERTIFICATIONS:

  • CompTIA A+ or equivalent work experience

PHYSICAL REQUIREMENTS:

  1. Prolonged sitting throughout the workday to accomplish tasks.
  2. Availability for emergency and on call duty 24 hours a day, 7 days a week, as needed.
  3. Occasional travel may be required.
  4. Lift and carry communications equipment and computer hardware weighing up to fifty pounds.
  5. Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data.
  6. Hearing within normal range.
  7. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.
  8. May work additional work hours to accomplish tasks.

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