Help Desk 1, Full-Time (Oak Creek)

Job Details

OCO Oak Creek - Oak Creek, WI

Full Time

Description

OUR CORE VALUES:

The Help Desk I will be expected to act in a manner which is in accordance with Guardian Credit Union’s values:

1. Relationships – We treat each other, our members, and our community with respect.

2. Accountability – We hold ourselves to a higher standard.

3. Teamwork – We work together to reach our goals.

4. Honesty – We believe in conducting ourselves with honesty, integrity, trust, and fairness.

ESSENTIAL FUNCTIONS:

1. Provides level 1 help desk support, including on-call, for GCU Employee requests and, if necessary, for member-related issues. Provides courteous, effective and timely resolution of basic user issues and provide updates to users for more complex issues. Typical requests include account creation, account unlocks, password resets, and basic troubleshooting of end-user issues. Escalates advanced issues to Help Desk II or MIS management as necessary.

2. Performs daily and period-end (monthly, quarterly, yearly) processing items according to the core operations schedule and procedures, maintains a record of computer jobs completed.

3. Documents issues and resolutions in the help desk system knowledge base

4. Assists with monitoring and identifying PC and core operational issues. Informs MIS management of detected interruptions, outages or any maintenance problems.

5. Assists with building PCs according to procedures, assist with deploying peripheral devices including monitors, printers, signature pads, etc.

SECONDARY FUNCTIONS:

1. Performs MIS project and maintenance work as assigned.

2. Assists in preparation and maintenance of MIS schedules.

3. Assists in disaster recovery planning and testing execution.

4. Helps maintain MIS system documentation and inventory databases.

5. Continually seeks to improve processes using a team approach to problem solving.

6. Serves as back up to department staff and other duties as assigned.

Qualifications

SKILLS AND ABILITIES REQUIRED:

1. High degree of accuracy and attention to detail.

2. Ability to understand data processing procedures and principles, credit union operations, and credit union philosophy.

3. Ability to make independent decisions since some duties require evaluating numerous elements and alternatives.

4. Ability to identify problems of system hardware and software and solve basic issues related to such problems.

5. Ability to record data and maintain reports with high degree of accuracy and organization.

6. Must possess interpersonal skills necessary to effectively interact with management, staff, and vendors.

7. Maintains confidentiality, uses good judgement.

8. Must present a professional, business-like appearance and manner.

9. Must be willing and able to work any shift within a 24-hour period and on holidays and weekends.

10. Must be bondable.

EDUCATION/EXPERIENCE:

Any combination equivalent to education and experience that provides the required knowledge and skills is qualifying. Typical qualifications would be equivalent to: Completion of a high school degree and some post-secondary education or hands-on experience in computer concepts and operations.

WORK ENVIRONMENT:

While performing the duties of this job, the employee regularly works in an office setting. This position is located at our Oak Creek office, and the duties of this job can be regularly performed in an office setting or remotely. Remote capabilities and scheduling are determined on a case-by-case basis. Working remotely on Saturdays will be allowed after position is established. All remote work must follow GCU’s Telecommuting Policy.

PHYSICAL DEMANDS:

The ideal candidate must be able to complete all physical requirements of the job with or without reasonable accommodation.

1. Some lifting (up to 30 pounds)

2. Ability to remain in a stationary position 75% of the time.

3. Ability to position self to set up workstations and maintain computers.

4. Ability to constantly operate a computer and other office productivity equipment.

5. The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

TRAVEL: Majority of work will be carried out at the Oak Creek, WI location with local travel to other branches in Milwaukee and Waukesha counties as required.

HOURS:

This is a full-time position with a monthly rotation schedule. Three weeks schedule of Monday – Saturday and then the fourth week a schedule of Monday – Friday. Occasional work outside of normal business hours and on weekends maybe required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities