Job description
Who we are...
Heritage Financial Credit Union has been helping families reach their financial goals for over 80 years. We consider ourselves more than a bank. We are the combined heritage of generations who have worked together to leave lasting contributions in the homes and communities of the Hudson Valley. We believe in our members – in their stories, both past and yet unwritten.
Our Mission
We are more than a bank. We believe in our members and employees – in their stories, both past and yet to be written. We are the combined heritage of generations who care about and support each other to provide lasting contributions in our communities. We are committed to creating opportunities for people by providing necessary tools, resources and education to make possible the achievement of their goals, hopes and dreams.
Why us...
Heritage Financial Credit Union offers employees a culture of teamwork, superior service orientation, and open communication! We offer the opportunity for growth and development as well as competitive pay, flexible hours, paid time off, and 11 paid holidays. Additionally, we offer tuition reimbursement, employer-subsidized health plans, and dental, vision and other voluntary insurance plans.
Position Title: IT Support Administrator I
Department: Information Technology
Classification: Non-Exempt
Position reports to: Director of IT
Positions Supervised: None
POSITION PURPOSE
The IT Support Administrator is responsible for (but not limited to) providing helpdesk support to HFCU employees to ensure all end users can accomplish business tasks. This includes taking helpdesk calls, working helpdesk related tickets, basic user and domain administration tasks, IT analyst for project teams, and in-person, hands-on support at the desktop level.
In addition to the day to day help desk responsibilities, the IT Support Administrator will engage in learning and growth opportunities expanding into support of VDI environment, Citrix, vSphere, server support, core domain services, core network infrastructure, telephony infrastructure, system analyst duties and more.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Field incoming helpdesk requests from end users via telephone, email, chat or intranet tickets in a courteous and professional manner.
Build rapport and elicit problem details from helpdesk customers to achieve a proper first call resolution.
Perform IT helpdesk duties consisting of logging all calls, updating tickets, troubleshooting end user computing, VDI environment, windows applications and infrastructure related issues.
Perform basic domain administration duties such as Active Directory, Group Policy, Intranet maintenance and general application account creation and maintenance.
Assist in administration and troubleshooting of telephony infrastructure including physical and soft phones troubleshooting and basic user administration.
Serve as IT analyst on project teams to gather and evaluate project requirements, documents IT related information and make recommendations to IT Management and project stakeholders.
Prioritize and schedule extended problem work accordingly and escalate, when required, to the appropriate experienced technician following Change Management protocols.
Record, track and document the helpdesk request problem-solving process to track trending issues and determine root cause analysis.
Assist with deployment of software updates, Operating System updates, applications and driver updates.
Installation and cabling of equipment in computer rooms and Branch locations.
Identify and learn appropriate software and hardware used and supported by the organization.
Work with System Administrators to help enhance end user computing environment including physical and virtual PC images.
Work with hardware and software vendors as needed on issue resolution, enhancements, and upgrades.
Perform hand-on fixes at the desktop level, including installing and upgrading software, hardware and peripherals.
Responsible for reporting on ticket volume, Service Level Objectives and completion rate.
Develop procedural documents for internal IT staff as well as guides for end-user troubleshooting.
Assist with the execution and completion of technical tasks which support key Business and Technical projects.
Must possess the desire to learn and grow professionally as the job requires.
Attend training and initiate self-guided learning opportunities on technical and Business software products for enhanced knowledge and support.
Travel to various Credit Union locations required as needed.
May require evening, weekend, and on-call work as needed.
Assist department co-workers as needed.
Performs additional duties as assigned.
PERFORMANCE MEASURMENTS
Performance is measured against the competencies and goals as outlined in the Employee Performance Program, and established in partnership with the employee’s leadership
QUALIFICATIONS
Education/ Certification
Associate or Bachelor’s degree in Computer Science, Information Technology, Helpdesk Administration, Systems Administration or a closely related field or equivalent experience required.
A+, Network+, Security+, CCISP, CCNA, MCP or equivalent certifications are a plus
Required Knowledge and Experience
1-3 years of helpdesk/ IT Support administration, domain administration, server administration and network administration
Strong knowledge of Virtualized environments including VMware and Citrix
Proficient in troubleshooting hardware (desktops, laptops, printers, monitors and other peripherals)
This position requires that the employee gain a working knowledge of Bank Secrecy Act (BSA) requirements and how they will affect their work. The employee will comply with all requirements of the BSA and cooperate with the designated BSA Officer in assuring compliance.
Skills/Abilities
Strong knowledge of domain administration, networking protocols, Microsoft Windows desktop operating systems, Microsoft Server operating systems and Microsoft Office including O365.
Other requirements include a commitment to provide Premier Customer Support to our staff and a willingness to exhibit keen interpersonal skills in assisting staff members at varying levels of technical knowledge.
Sound decision-making, using logical thought processes, with the ability to support recommendations.
Ability to communicate effectively in both verbal and written forms.
Equal Opportunity Statement
Employment at our Credit Union is based upon merit, ability, and qualifications. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.
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