Service Desk Technician I

COMPANY PROFILE

Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 65 years. Del-One strives to be the members’ financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with over 16 branch locations throughout Delaware. It is an organization that also embraces the community it serves. 

In addition to being Delaware’s largest credit union, Del-One has been recognized as a “Top Workplace” and “Best Credit Union” for consecutive years. Del-One is strategically positioned to deliver on the organization’s brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team.  

POSITION PURPOSE

This is a frontline support role that represents the technology group at all levels across the organization. Provide first level support and troubleshooting of internet, LAN, PC, and credit union core software applications and hardware set-up. More complex issues will be escalated to the next level in the support area.

This position is an onsite position requiring in office hours. This is not a remote position. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Provides technical support related to the credit union’s core processing system and related ancillary applications to all credit union teammates. 
• Document problems and correspondence accurately within helpdesk software.
• Assists the Helpdesk Lead with tasks related to Del-One’s technical infrastructure.
• Assists Del-One project managers implementation of in-house and hosted systems.
• Assists with application enhancements including release loads, software upgrades, and user acceptance testing.
• Adheres to Del-One’s Change Management process for all changes.
• Assumes responsibility for performing timely and effective user support services via credit union helpdesk software.
• Provides back-up support to other Information Technology staff when necessary
• Remains knowledgeable of operations and the computer systems within various departments to provide comprehensive user support in resolving problems and answering questions associated with any system or core competent.
• Ensures confidentiality of all information which includes securing negotiables and confidential records. 
• Adheres to credit union defined helpdesk service level agreements (SLA’s) 
• Must provide 24-hour on-call support as scheduled. 
• Assumes responsibility for establishing and maintaining professional working relationships with members, vendors, and outside contacts.
• Promotes goodwill and a positive image of the Credit Union and the Information Technology team.
• Attends meetings as required.
• Ensures that work area is clean, secure, and well maintained.
• Updates technical skills as required through ongoing training and professional development.
• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.

PERFORMANCE MEASUREMENTS

• Tasks are completed effectively and timely. Problems are readily identified and resolved in a timely manner. 
• Assigned tasks and functions are completed in accordance with established standards, policies, and procedures. 
• Good working relations exist with users. Promptly addresses concerns and resolves problems. 
• Required reports and documentation are complete and current. 
• Management is appropriately informed of area activities and of any significant or recurring problems. 
• Good working relations exist with Information Technology personnel. 
• Required statements, reports, and documents are generated accurately and timely. 

QUALIFICATIONS

EDUCATION/CERTIFICATION: Associate degree in a technology related field or comparable knowledge through a certification program or experience. Preferred certificates include CompTIA A+, Network+, and Security+, or Certified Information Systems Security Professional (CISSP), 

REQUIRED KNOWLEDGE:

• Proven experience in a helpdesk environment.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal abilities.

EXPERIENCE REQUIRED: One or more years of experience in a helpdesk, technology, or credit union support role preferred

SKILLS/ABILITIES:

Able to work well independently 

Good problem-solving skills 

Ability to communicate effectively in financial and data processing terminology 

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together 

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly 

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information 

REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and fingers 

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery 

PHYSICAL STRENGTH:

• Ability to lift, carry, and move computer equipment (desktops, monitors, printers, UPS units) typically up to 35–50 lbs.
• Ability to bend, crouch, kneel, and reach to install or access equipment under desks, in network closets, or in low/high locations.
• Ability to stand or sit for extended periods while performing troubleshooting or hardware work.
• Ability to push or pull equipment carts when transporting multiple devices.
• Ability to climb short ladders or step stools to access cabling, equipment shelves, or wall-mounted devices.

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions 

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:

Ability to deal with a variety of variables under only limited standardization 

Able to interpret various instructions 

MATHEMATICS ABILITY: Ability to perform basic math skills, use decimals to compute ratios and precents, and to draw and interpret graphs 

LANGUAGE ABILITY: 

• Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias 
• Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar 
• Ability to communicate distinctly with appropriate pauses and emphasis; correct punctuation (or sign equivalent); and variation in word order using present, perfect, and future tenses