Essential Duties and Responsibilities
- Help Desk:
- Proactively manages the help desk queue to provide on-site and remote assistance to end-users with network, software, and hardware issues.
- Creates tracking tickets for incoming requests, assigns them to the appropriate area, and monitors for timely completion. Reports non-compliant requests to IT Management.
- Tracks support calls and tickets to identify and monitor trends, assisting with continual service improvements.
- Collaborates with individuals across all levels of the organization to analyze system requirements and business processes to recommend solutions for resolving business issues.
- Performs hardware and software troubleshooting and maintenance, including preventative, repair, upgrading, security patching, and cable management.
- Coordinates the repair or replacement of defective equipment with third-party service providers, as necessary.
- Tracks and maintains all IT inventory and performs regular cleanups of end-of-life hardware in storage following proper disposal methods.
- Participate in a rotating on-call Saturday schedule to provide on-going support to end users as needed.
- Active Directory Administration:
- Manage and maintain Active Directory user accounts, information, and security groups, including custom attributes as part of the onboarding, transfer, and offboarding processes.
- Research and resolve issues related to user accounts, group membership, and access.
- Review domain-level rights and privileges and perform changes to the same as appropriate.
- Security Administration:
- Assists other IT team members with remediating security and vulnerability issues as needed.
- Performs routine security and system reviews to ensure local users, security groups, roles, and permissions are appropriately named, provisioned, and assigned.
- Provides support for enterprise VPN systems through access controls in firewall policies and monitoring of firewall logs.
- Ensures workstations are appropriately hardened and configured based on set standards and guidelines to reduce the risk of security and vulnerability issues as part of the PC setup process.
- Manage and maintain user accounts, information, and security privileges in various systems managed by IT as part of the onboarding, transfer, and offboarding processes.
- Server Administration:
- Collaboratively manage and maintain a system imaging server, such as Windows Deployment Services (WDS), with other IT team members to ensure system images and server remain current and up to date.
- Collaboratively manage and maintain an update server, such as Windows Server Update Services (WSUS), with other IT team members to ensure workstation and server updates remain current and up to date.
- Creates and maintains documentation and procedures relating to all job duties and responsibilities to maintain consistency and continuity of processes.
- Collaborates closely with other IT team members to achieve department objectives productively and efficiently.
- Ensure adherence to all job-related aspects of the credit union’s compliance programs – specifically but not limited to the BSA/OFAC/US Patriot Act/Red Flag/Elder Abuse.
- Compliance with the Bank Secrecy Act and other compliance programs and their implementing regulations, as they pertain to your position, is a condition of employment. Attendance to the compliance training programs is mandatory. Your participation or lack thereof of the credit union’s compliance and compliance training program is part of and may influence the results of your performance evaluation.
- Performs other duties as assigned.
Physical, Mental, and Environmental Demands:
Must be able to travel between branch locations and data centers and transport equipment as needed.
Must be able to lift heavy computer equipment, up to and including 50 lbs.
Must be able to maneuver around computer equipment and telephone/data lines in small spaces and underneath desks and tabletops.
Must be able to perform physical movements such as bending, kneeling, crouching, twisting, and reaching, as well as working at a desk.
Must be able to respond to visual and auditory cues.
Must be able to identify uncommon occurrences in routine tasks to troubleshoot and eliminate or resolve problems.
Must be able to communicate technical problems efficiently verbally and in writing.
Must be able to apply policies, procedures, standards, and guidelines to work performed.
Must be able to type by touch, with a high degree of accuracy.
Must be able to multi-task and respond to changing priorities.
