SUMMARY:
The Service Desk Support II position provides the second level of contact for all support related issues related to information systems. The position is responsible for troubleshooting IT related problems during their shift and escalates support problems as needed. Serves as secondary service desk contact by responding to calls, support tickets and routing issues to appropriate staff for resolution using the service desk support software.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
- Responsible for assuring users are provided efficient and timely first level support during normal business hours and on call as required.
- Under limited supervision, ensures timely resolution of more complex calls and support tickets.
- Provides staff support for administrative tasks and projects relative to the desktop, financial applications, core information system, Wide Area Network, Local Area Network, and telephone functions.
- Invokes problem escalation procedures to coordinate recovery.
- Helps isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
- Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
- Contributes to departmental productivity and development objectives by participating in training programs
- Under general supervision, solves problems and makes appropriate level decisions on a daily basis relative to Service Desk responsibilities.
- Accurately communicates pertinent information. Assists Service Desk Manager where needed in the development and implementation of quality improvement programs.
- As part of a team, works with the Service Desk Manager, Information Technology Manager, Data Processing Manager, System Administrator, and AVP of Information Technology to deploy and support new technology.
- Must interface with users of technology by employing a high degree of tact and diplomacy to promote a positive image of the department and resolve problem situations in a professional manner.
- Sets up authorizations for new or transferred employees to properly control their access to the various systems in use by the organization.
- Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
- Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
- Maintains competency and enhances professional growth and development through continuing education
- Ability to manage multiple high priority initiatives in a fast paced highly technical environment
- Performs other duties and responsibilities as assigned.
SUPERVISORY RESPONSIBILITIES:
No requirement.
PERFORMANCE STANDARDS:
Prompt response in handling user needs is an essential standard of performance. One must make good judgments on troubleshooting operational problems to minimize any down time.
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be outgoing, enthusiastic, conscientious, group oriented, open to change and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regulatory Requirements: Your position has specific procedures that must be followed to comply with Privacy Act, Office of Foreign Assets Control (OFAC), and Bank Secrecy/Patriot Act. You will receive annual training to keep you current on any changes to these policies/procedures to assure compliance. Failure to comply with procedures may cause termination of your position as well as possible monetary penalties from the federal regulatory agency.
EDUCATION and/or EXPERIENCE:
Bachelor's degree in Computer Science preferred; or an equivalent combination of education, experience, certification, and training that provides the required knowledge, skills, and abilities to perform the job requirements satisfactorily.
4+ years proven work experience or equivalent in client support or service desk support.
Hands on experience with ticketing systems, imaging systems, business applications and remote support software.
Solid technical background with an ability to give instructions to a non-technical audience.
LANGUAGE SKILLS:
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one to employees of the organization.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in using whole numbers, common fractions, and decimals.
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS:
Security+, Net +, A+ Certification or equivalent experience/certification required. Microsoft Certification preferred.
OTHER SKILLS and ABILITIES:
Ability to work alone during non-standard hours, generally in a night shift or weekend environment.
Basic proficiency in Microsoft Office (Work, Excel, Power Point and Outlook) is required. Annually complete and achieve passing scores on various SAFE FCU Policy, Procedure, Development and Enhancement Curriculum.
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 this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to sit and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include the ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
MENTAL DEMANDS:
The mental characteristics necessary to competently perform this job include the occasional need to write and instruct; the frequent need to be resourceful and analytical in solving problems; and the continuous need to be alert, precise, and accurate in performing all job functions.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
