Role:
Responsible for Help Desk support, installation of software and hardware, interfacing with vendors and other general IT related duties which include but are not limited to maintaining printers, copiers, scanners, and telephone systems. Ensures that Tier 2 issues are passed to the appropriate employee. The issues get resolved and the tickets are closed. This role manages the entire ticketing system. The position may require working after regular business hours and some weekend service. This position does not have remote work capability.

Essential Functions & Responsibilities:
20% Maintains the Credit Union supplied equipment and software, including printers, desktops, laptops, and monitors. Troubleshoot technological issues and solve problems quickly to ensure Credit Union operations run smoothly. Ensures that Tier 2 issues are passed to the appropriate employee. Issues get resolved and the tickets are closed. This role manages the entire ticketing system. Install all new technology for the Credit Union, including operating systems, software programs and applications. Administer new user accounts, work email addresses, and access levels to new employees to ensure they have everything they need to work efficiently.

15% Assists in the management of backup, security checks, and user help systems.

10% Consults with users, management, vendors, and technicians to assess the Credit Union's IT needs and systems requirements.

10% Diagnoses hardware and software problems, and replacing defective components.

10% Verifies data backups, Continuity of Operations site support and disaster recovery operations. Run daily, weekly and monthly reports for end protection software to make sure all computers are protected and safe. Run patch reports on all workstations and servers to make sure all servers received monthly patches.

10% Assists the IT department in monitoring network performance to determine whether adjustments need to be made, and determining where changes will need to be made in the future.

10% Administrative phone system functions.

5% Assisting in the maintenance of hardware and software inventory records.

5% Evaluates and/or recommends purchases of computers, peripheral equipment, and software.

5% Performs other duties as assigned.

Performance Measurements:
1. To provide the Director of IT an ongoing report of the functionality of Credit Union hardware.

2. To identify opportunities to improve services to the Credit Union and/or its members through current technology trends.

3. To provide friendly, efficient, and accurate service to all members, co-workers, and vendors.

4. To troubleshoot and to resolve members and internal inquiries in a timely, accurate manner.

5. To prepare and deliver assigned projects/tasks in a timely, accurate manner.

6. To demonstrate effective communication with users at all levels, understand various job functions and business needs, and discuss processing problems and project status.

7. To maintain technical skill set by staying informed about new languages, techniques and systems and to make recommendations for improvements or enhancements.

8. To maintain a dependable record of attendance and timeliness.

9. To comply with Credit Union's security policy and other policies and procedures if applicable.

Knowledge and Skills:
Experience One month to twelve months of similar or related experience.

Education (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills Must be ability to analyze and solve problem.

Advanced knowledge on Microsoft products (MS Office and Window)

Must have good communication skills and attention to details.

Physical Requirements: This position mostly operates from a desk. Must be able to lift items up to 50 lbs.
Work Environment Typical office environment.

Disclaimer:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the American with Disabilities Act.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Job Type: Full-time

Pay: $22.36 - $33.55 per hour

Expected hours: 40 per week

Benefits:

401(k)
401(k) matching
Dental insurance
Employee discount
Health insurance
Health savings account
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance

Schedule:

8 hour shift
Monday to Friday

Ability to Commute:

Alexandria, VA 22305 (Required)

Ability to Relocate:

Alexandria, VA 22305: Relocate before starting work (Required)

Work Location: In person

Signature Federal Credit Union

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