POSITION TIMEFRAME: Through the end of March 2027

POSITION SUMMARY

Primarily responsible as the first point of contact in providing technical support, solutions, and assistance to our credit union staff. Additionally responsible for providing support and assistance to the Information Technology department as needed.

QUALIFICATIONS

Requires a well-organized, flexible, and highly motivated individual with experience or interest in computer operations. Must be eager to learn and possess the ability for problem-solving with a commitment to detail. Must be PC literate and familiar with Microsoft products, including Office, Active Directory, and Exchange. Must be able to communicate clearly and effectively with co-workers and prioritize help desk tickets based on the impact to users and the credit union. Position may require some off-hours or weekend hours.

PHYSICAL REQUIREMENTS

Clear and effective communication abilities required. Must be able to view a terminal screen and operate a computer keyboard. Must be able to perform moderate to heavy lifting. Must be able to sit and stand for prolonged periods. Ability to travel is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide technical support, solutions, and assistance to credit union staff
• Diagnose and resolve basic technical issues
• Manage, update, and respond to Help Desk tickets as skills and experience allow
• Ensure that help desk tickets are promptly prioritized and assigned to appropriate staff
• Answer Help Desk phone calls
• Resolve user issues with printers/PCs/logins; escalate as needed to Network Staff
• Create, modify, and remove user access to various systems
• Setup new user equipment as needed
• Document all work utilizing help desk tickets, logs, and checklists
• Update procedures as needed
• Assist network staff as needed
• Alert supervisor to any ticket or issue that may impact the security of any credit union systems or users
• Additional duties as assigned

ProFed is an EEO employer – M/F/Vets/Disabled