- Junior
- Optionales Büro in Harrisburg
Hybrid Position
Position Title: Help Desk Technician I
Department: Information Technology
Supervisor's Title: Manager of Infrastructure and Support
Classification: Non-Exempt
Starting Salary Range: $19.55 - $24.44
Benefit Highlights:
- Competitive compensation!
- Medical, Dental, and Vision Insurance!
- 401K with up to 4% company match!
- Holiday Pay starting at day 1!
- Paid Vacation Time!
- Medical Benefits starting at your 31st day of employment!
- Pension Plan!
And Many More!
Summary:
Within prescribed policies and under general supervision of the Infrastructure and Support leadership team, this role is responsible for the daily functions and processes related to Information Technology (I.T.) Help Desk and technical support facilitation. Assists the I.T. area by leveraging the credit union’s support needs against the workloads of the I.T. employees.
Essential Functions:
- Primary responsibility is first point of contact user support and internal customer service relating to hardware, software and information core systems. This is handled via telephone, email, remote and on-site assistance.
- Provide 24x7 on-call assistance, as needed. Help Desk staff participate in a weekly rotating schedule for these responsibilities.
- Apply basic diagnostic skills to troubleshoot and resolve reported issues and requests. (ex: Password resets, console unlocks, basic hardware and software troubleshooting)
- Apply basic research skills and utilize I.T. resources in order to provide answers to technical questions and requests.
- Determine and implement the best solution based on the issue, details provided by the end user and additional information gathered through troubleshooting. Complete thorough documentation of the issue or request. Direct unresolved issues to the next level of Help Desk support personnel, Help Desk Technician I or II.
- Participate in hardware and software upgrades and releases.
- Assist in determining technical training objectives. Also provide assistance in ensuring that I.T. training documentation created by others is thorough and accurate.
- Coordinate with other I.T. areas, to ensure effective delivery of sound, integrated technical solutions.
- Follow standard Help Desk operating procedures; accurately log and assign all Help Desk requests using departmental tracking software.
- Prioritize and manage incoming support requests based on the Help Desk Service Level Agreement.
- Assist with creating and maintaining procedure manuals and documentation for Help Desk use.
- Develop a working knowledge of all of the various system software programs and platforms currently in use within the Credit Union.
- Seize any opportunity to cross sell credit union products and services to members and to educate members about Belco, its products and services.
- Abide by Belco’s policies, procedures and standards.
- Embody and promote Belco’s Vision, Mission and Belco Behavioral Expectations.
- Perform any other duties as requested by the Manager of Infrastructure and Support and the VP of Information Technology.
Competencies:
Functional Skills: Cost Awareness, Planning, Technical Skills
Operating Skills: Communication, Quality of Work, Time Management
Relationship Skills: Interpersonal Skills & Relationship Building/Networking
Belco’s Behavioral Expectations
Work Environment:
This job operates in a professional office environment and can function in a hybrid work arrangement consisting of in-office work and remote work. This role does require a minimum of 20% in-office time. This role routinely uses standard office equipment such as computers, phones, printers, filing cabinets, and fax machines.
Physical Demands:
Duties are performed primarily in office and branch settings. Ability to operate general office equipment such as printers, fax machines, phones, and a variety of small hand tools. Keyboarding or PC data entry capabilities required. Sitting, standing, bending, and hand dexterity required. Ambulation – able to move from one area to another throughout one-floor office layout.
Strength: Ability to manipulate materials and/or equipment (lbs.)
- Lift - 60
- Push/Pull - 100
- Hold/Carry - 60
Manipulation done from ground to waist and waist level. Stairs and elevator provided for movement from one floor to another and to enter and exit building.
Travel:
This position requires periodic travel to all branch locations in our seven county area. Driving personal vehicle to various work locations throughout the area to install hardware as needed, approximately twice a month.
Required Education and Experience:
High School education and 6 months of similar or related experience, including time spent in preparatory roles.
Preferred Education and Experience:
Formal IT-related higher education and more than 6 months of experience working in an Information Technology field. A working knowledge of the Symitar Quest system.
Disclaimer:
Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
We are an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual preference/orientation, age, disability, marital status, pregnancy, veteran status or other legally protected bases. Belco’s Diversity and Inclusion initiatives provide all employees with equal access to training and advancement opportunities throughout the organization.
Belco will provide reasonable accommodation to applicants and employees with disabilities where appropriate throughout the application and employment process. Determinations on requests for reasonable accommodation related to any job function will be made on a case-by-case basis. A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
