Position Description
The Help Desk I position handles employee-facing technical support, primarily through phone calls and the ticketing system. In addition, the position handles or assists with various IT Department tasks, including employee training, documentation, asset management, and various projects.
Position Responsibilities
The list of duties and responsibilities is not all-inclusive and may be expanded to include other duties or responsibilities that management deems necessary.
The following responsibilities are core to the position and will be carried out on a regular basis:
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Customer Service - Provide frontline support over the phone and in person for Signal employees. Assist users by listening to issues, diagnosing problems, and implementing solutions. Track outstanding requests and ensure timely resolution or escalation.
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Employee Training - Provide informal guidance as well as formal training to employees on various software, procedures, and technologies. Compose guides and documentation for employee use.
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Helpdesk Documentation - Keep detailed records of support incidents and analyze them for trends. Review, update, and create procedures for the Helpdesk. Document solutions for later use.
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Hardware and Software Installations - Coordinate the installation, upgrade, or replacement of workstation software and hardware. Monitor workstations and ensure timely patching is taking place.
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Asset management - Manage assets and ensure accurate inventory. Track equipment deployment, return, and decommissioning.
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Overall IT Knowledge - Maintain current knowledge of Signal Financial FCU's IT infrastructure. Research trends and innovations in the IT industry and maintain an up-to-date understanding of Information Technology.
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Time Management - This position involves balancing multiple priorities, tickets, core duties, and projects. Strong organizational skills and the ability to prioritize tasks are required.
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Policies and procedures - Compliance with all Signal Financial FCU policies and procedures, to include company-wide policies as well as IT specific policies.
The following responsibilities are carried out on a periodic basis. While not part of the day-to-day operations, they are still considered core to the position:
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Travel - In-person visits to locations in the DC/MD/VA area to address issues, maintain equipment, carry out other duties, or advance project goals. Company vehicle provided when travel is required.
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Training - Attend conferences and trainings as required.
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Infrastructure Maintenance - Assist with maintaining IT infrastructure, such as installing or modifying ethernet cabling, racking/unracking servers, or installing/removing equipment (cameras, access points, printers, scanners, etc.).
- Project Work - Contribute to various IT department projects and initiatives. Examples include setting up the IT infrastructure for new branches or offices, moving equipment between locations, and compiling documentation for security audits.
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Compliance Training - Must pass all required internal trainings and certifications, including annual Bank Secrecy Act (BSA) training and any additional training required by Signal.
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Background Check - Ability to complete a criminal background check on a periodic basis.
Position Requirements
Experience
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2+ years of previous IT Help Desk experience.
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Credit union or other financial services experience is preferred (but not required).
Education
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High School diploma or equivalent required. Some college or comparable work experience preferred.
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MTA, CompTia A+, Sec+, or other relevant certification preferred.
Skills
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Familiar with Windows 11 and Office products (Word, Excel, Teams, Outlook).
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Familiar with common IT infrastructure of an office environment (Printers, Scanners, Network shares, Admin/Standard accounts, software installs, drivers, etc.)
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Basic knowledge of Microsoft Active Directory and Group Policy Objects preferred.
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Basic knowledge of Microsoft 365 cloud preferred.
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Basic knowledge of network infrastructure (TCP/IP, Ethernet, DHCP, DNS, VPNs) preferred.
Physical Demands / Work Environment
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The ability to lift 35 pounds. Ability to install and move equipment. Including reaching, climbing, balancing; stooping, kneeling, crouching, or crawling.
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Must have a valid state issued driver's license and a clear driving record.
Work Schedule
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Availability Monday through Friday for a full-time 40-hour work week.
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Scheduling flexibility for occasional early or late hours as needed.
Soft Skills
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Excellent written and verbal communication skills.
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Excellent organization and attention to detail.
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Strong interpersonal skills, diplomacy, and tact.
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Strong analytical and problem-solving skills.
The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.
We are proud to be an Equal Employment Opportunity (EEO). Signal Financial Federal Credit Union does not discriminate against any applicant or employee based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.
