IT - Support - Desktop Support Technician

JOB TITLE: Desktop Support Technician
DEPARTMENT: IT - Support
STATUS: Non-Exempt
JOB CODE: 1501
PAY SCALE: $25.58 - $27.00 Hourly

GENERAL DESCRIPTION:
The Desktop Support Technician is responsible for managing, deploying hardware, software, operating systems and upgrades to workstations, tablets, thin clients, ATMs, smartphones, and multifunction devices. This position responds to queries, runs diagnostics programs, isolates problems, determines and implements solutions. This position is also responsible for technical support to all employees, Supervisory Committee, and Board of Directors on a variety of issues related to workstations, tablets, smartphones, thin clients, multifunction devices and other supported devices.

TASKS, DUTIES, FUNCTIONS:
1. Administration and maintenance of workstations, laptops, audio video devices, tablets, thin clients, check scanners, media players, printers, credit card machines, smartphones, and multifunction hardware in an Enterprise Environment.
2. Administer remote access management. Perform periodic review to ensure compliance with policy.
3. Provide advance technical support, troubleshoot and resolve non re-occurring technical issues.
4. Responsible for management of mobile devices using MDM solution.
5. Digital Signage deployment and support using industry standard devices and applications.
6. Move, Add, Change (MAC) DHCP reservations and ensure there are no IP conflicts.
7. Detect, diagnose and resolve or escalate system issues arising within the workstation system architecture including workstation and thin client hardware, Windows operating system, networking problems, as well as commercial off the shelf and vendor applications.
8. Assist in creating and maintaining Windows images for both workstations and thin clients.
9. Assist business units and Project Management Office with implementation of new technology.
10. Perform troubleshooting of ATM hardware and software using remote diagnostic tools, escalating issues to appropriate business unit or vendors as necessary. Identify reoccurring and chronic issues and implement preventive measures. Assist with day to day operation of the ATM fleet.
11. Assist with testing and implementation of new ATM technologies, installs, uninstalls, moves and configuration changes.
12. Build and test third party packages for remote software deployments and updates.
13. Provide support using remote diagnostics and access tools to internal and offsite employees. Respond to tickets via the Service Desk ticketing system, and provide resolution and completion of end-users issues and requests within service level agreements (SLA).
14. Install routers and switches at remote locations as well as provide basic networking support.
15. Manage and remediate virus/spyware/malware using antivirus and other security tools.
16. Provide efficient and accurate service while meeting strict deadlines. Some work will be accomplished within a short span of time.
17. Provide project management support for infrastructure and application upgrades.
18. Basic scripting knowledge of PowerShell, DOS, and command line utilities.
19. Assist in mentoring help desk employees with challenging desktop related requests.
20. Present empathetic nature to delight our members and provide exceptional support.
21. Maintain 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 through compliance training.
22. Perform other duties as assigned.

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
2. EXTERNAL: Vendors

QUALIFICATIONS:
1. EDUCATION: Two-year degree in Information Technology or comparable discipline or equivalent work experience.

2. EXPERIENCE:

• Demonstrates the ability to work effectively in an environment of continuous change.
• Demonstrates strong knowledge of Microsoft Windows desktop operating system and MS Office.
• Demonstrates strong knowledge of system hardware to include, PC’s, thin clients and printers.
• Demonstrates strong knowledge Mobile Devices such as iPhones, laptops and tablets.
• Demonstrates strong knowledge of network and system troubleshooting.
• Demonstrates working knowledge with systems security practices.

3. CERTIFICATIONS:

• CompTIA A+ or equivalent work experience
• MCSA Microsoft Certified Administrator

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.

LICENSES/CERTIFICATIONS:
1. Possession of a valid California Driver’s License is required.
REV 3/31/2023