Job Description – Connect Financial Software Solutions
Title: IT Help Desk Technician
Reports to: VP of IT
Based at: Company Headquarters, Murray, UT
Connect Financial Software Solutions (CFSS) specializes in building, hosting, and supporting information technology solutions for the credit union industry. Specifically; Home and Mobile banking, Account Opening, Internet Lending, Electronic Document Solutions as well as Branch Automation.
The IT Help Desk Technician has the following role:
To oversee the execution of the company’s business plan, with respect to supporting the employee’s laptops, desktops, servers and all other infrastructure that work and workloads are being performed on.
II. MAJOR DUTIES
Key responsibilities and accountabilities:
Fully support desktop and laptops for the whole organization, both local and remote.
Install and integrate new server and laptop hardware and applications
Support and administer active directory
Set up user accounts, permissions and passwords
Administer active directory group policy
Monitor network performance (availability, utilization, throughput, and latency)
Resolve problems reported by end users through Teams, phone and ticketing system
III. REQUIRED COMPETENCIES AND ORGANIZATIONAL RESPONSIBILITIES
Proven experience in an IT help desk role
Hands on experience in networking, routing and switching
Excellent knowledge of best practices around management, control, and monitoring of server infrastructure
Experience with firewalls, Internet VPN’s remote implementation, troubleshooting, and problem resolution
Ability to set up and configure server hardware
Familiarity with backup and recovery software and methodologies
Ability to be organized, prioritize and multitask
Able to prioritize multiple requests according to both urgency and importance.
Strong written and verbal communication.
Able to configure, review and test software for desired functional results.
Understands components of computer networks, VPNs, and certificates.
Able to troubleshoot, review systems logs, and perform root cause analysis to resolve application implementation, deployment and configuration problems.
Understands when, and how, to successfully communicate sensitive information in secure and confidential ways.
Resolves and/or escalates issues in a timely fashion.
Understands how to communicate difficult and/or sensitive information tactfully and securely.
Participates in the documentation process and contributes to shared knowledge resources.
Acknowledges and appreciates each team member's contributions.
Keeps track of lessons learned and shares those lessons with team members.
Ability to successfully communicate complex and technical issues with both technical and non-technical audiences.
Takes responsibility for their own development within the company.
Assists other staff members where possible to help them grow application, process and gain better understanding of client perspectives.
Suggests areas for improvement in internal processes along with possible solutions.
Complies with and helps to enforce standard policies and procedures.
IV. Education and Other Requirements:
A+ Certification or equivalent required
At least 2 years’ experience in IT systems support
Associates or a bachelor’s degree in Management Information Systems, Computer Science, Information Technology or closely related discipline is a plus.
Must possess smart phone/device to support user authentication applications and/or to receive various system alerts.