IT Technician 3

Job Scope/Overview

Provides technical and operational support for SLFCU employees via phone, email and in person. Proactively recommends and implements process improvement systems as approved by SLFCU management. Responsible for ensuring constant communication and efficient workflow within the PC Desktop area. Responsible for providing technical support for SLFCU technology systems such as PCs, laptops, printers and AV systems, as well as administering systems used by employees and members such as the Intranet, business applications, and related systems that integrate with the core transactional system.

Accountability/Job Duties

• Provide exceptional service to employees on SLFCU technology systems utilizing the knowledge management/help desk software as well as other resources. Strive to provide user solutions within ITS Service Level Agreements.
• Maintain effective communication within PC Desktop area and Technical Support Manager to ensure effective workflow and exceptional end user support.
• Work with all departments to ensure that SLFCU hardware and software meet the needs and expectations of employees, keeping in line with the ITS strategic plan, IS Security Policy, and approved budget.
• Balance daily workload of PC Desktop with current departmental and organizational projects.
• Manage department projects to ensure they are implemented successfully in accordance with the evaluation criteria and scope.
• Provide ongoing feedback to the Technical Support Manager regarding PC Desktop issues and employee performance.
• Work with IT management and cross-departmental teams to implement, maintain or upgrade SLFCU technology.
• Coordinate and communicate with internal and external business partners to facilitate optimal system availability and usability.
• Develop and utilize tools and methods to monitor and improve processes and service delivery.
• Provide first level support for SLFCU’s Intranet, website, online banking application, lending systems, telecommunication, building access systems, and additional systems as needed.
• Maintain accurate records of installed software on PCs ensuring compliance with license agreements and ITS Security Policy.
• Provide ongoing communication and education to support end users, minimize recurring issues and improve processes.
• Provide on-call support after hours and on weekends for technical support issues.
• Provide and maintain up-to-date procedures and system documentation.
• Promote the service and sales culture by maintaining basic knowledge of products and services and referring members to the appropriate person/department.

Experience and Knowledge:

• Minimum five years’ experience with PC/Desktop support in a help desk, system administration, or similar environment.
• Demonstrated experience in vendor and employee/member relations. Able to effectively evaluate and recommend solutions to enhance and improve the Credit Union’s association with partners and business relationships.
• Demonstrated knowledge of PCs and servers, including an extensive working knowledge of hardware and software (to include operating systems and application support).

Solid knowledge in the following areas:

• Microsoft Office applications
• Mac and Windows operating systems
• PC hardware and software applications
• Printer hardware
• Internet technology, including familiarity with Internet browsers and web-based applications that use them
• Email systems
• Demonstrates strong networking skills with the ability to troubleshoot network connectivity problems.
• Demonstrates proficiency in leading departmental projects.
• Basic knowledge of Credit Union products and services, features, and benefits.

Education:

• Minimum three or more years of computer-related training. Degree or certification in technology-related field desired.

Interpersonal Skills:

• Practices accountability to self and others. Honest and transparent while also demonstrating respect.
• Accepts responsibility and learns from mistakes.
• Functions well within departmental and cross-functional teams. Able to work proactively with team members in developing and achieving a common goal.
• Demonstrates humility and respect for peers. Open-minded when receiving and giving feedback. Willing to share knowledge with team members.
• Demonstrates daily the Credit Union’s commitment to maintaining a close and caring touch with its members.
• Consistently sets a good example and serves as a positive role model to others.

Communication:

• Productively and professionally communicates over text (email, IM, etc.).
• Clarifies expectations from peers and management.
• Comfortable leading team discussions and meetings.
• Able to explain highly technical concepts, policies, and procedures clearly and succinctly to others.
• Able to train others effectively.

Environmental Conditions:

The working conditions of this position are representative of those an employee encounters in a normal office environment.

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