Service Desk Technician

Overview

Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture:
Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award- winning team!

This position is a job family. There are three levels.

• Provides first level technical support to staff. Installs and maintains desktop services (workstations, monitors, phones).
• Logs service desk calls in reference to incidents, problems, and requests. If necessary, escalates to other groups within Information Technology Division.
• Installs, configures, maintains and supports desktops, telephone handsets and printers.
• Documents all installations in accordance with GECU standards.
• Thoroughly documents requests in GECU’s ticketing system including updates and resolution.
• Follows Service Desks management controls to ensure proper adherence to GECU’s service standards and procedures.
• Provides an interface for other activities such as change requests, maintenance contracts activities, software licenses deployment, service-level adherence, configuration management, and IT services continuity management.
• Updates workstations accordingly to ensure these are updated to their latest versions for security and enhancements.
• Performs preventive maintenance on workstations.
• Ensures hardware inventory system is kept up to date and properly maintained to include electronic documentation for deployments of new equipment to include work from home hardware.
• Follows proper driving and safety regulations while operating company vehicle.
• Keep abreast of latest desktop technology and make recommendations.
• Maintain and understand compliance to ensure that work complies with GECU’s established policies, procedures and applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC).
• Other duties assigned or required in connection with the general operation of the credit union.

• CRITICAL KNOWLEDGE, SKILL AND
  
  EDUCATIONAL REQUIREMENTS:
  
  Associate degree in Computer Science (or related field), or 2 years IT experience or A+ certification preferred.
• Requires moving throughout the day, lifting up to 20 pounds, bending, reaching above and below shoulder level occasionally.
• Proficiency in Windows Operating Systems, workstations, printers and service desk methodologies.
• The nature of this job requires employee to be a team worker that can communicate with diplomacy and tact in interacting with business members and GECU colleagues.
• Ability to rapidly adapt, gain technical competency and change directions as developments occur.

PRIMARY RESPONSIBILITY
Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook.

Rotating schedules range from:
Monday
- Friday from 7:00 a.m. – 4:00 p.m.; 8:00 a.m.

- 5:00 p.m.; 10:00 a.m.

- 7:00 p.m. to include Saturday; plus weekly ON-CALL rotation to meet department needs

This application is valid for 12 months. After that date, unless otherwise notified, please understand that your status as an applicant will end. You may re-apply for employment in the future by completing a new application.

All correspondence regarding the processing of the application will be sent via e-mail to the address provided on the application. Please ensure spam filters are set accordingly to prevent e-mails from going to the Junk Mail/Spam folder.