End User Computing Technician

Description

Summary

The End User Computing Technician's role is to provide required on-site support to remote end users of OTS, the credit union partners and CUSO partners. This individual also participates in the implementation and enforcement of policies and procedures to ensure system operations are consistent with company goals and standards. This is an on-site position.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Deployment and maintenance of hardware such as desktop and notebook computers (PC and Mac), system peripherals, iPhones, iPads, wireless connectivity, printers, and Multi-Function Printers (MFPs) including, but not limited, to traveling to support of end user technology in branch site locations

• Mitigate, identify, troubleshoot, escalate and resolve end user hardware and software problems on systems, peripherals devices, and workstations. Escalates incidents as necessary

• Assist technical support group team members with technical issues and projects

• Support and participate in Security Incident Response and Disaster Recovery activities

• Support and participate in Onboarding/Offboarding/Transfer setup of laptops/desktop and training to individuals for IT related tasks

• Practice enterprise asset management, including maintenance of end user desktop/laptops and peripheral component inventory, related documentation and technical specification information

• Implementation, testing, configuration and support of end user technology in new branch setups along with existing branch site location to meet company standards

• Provide technical interaction with company Service Desk and other internal groups as needed

• Ability to work an on-call rotation and work nights/weekends with advance notice as needed

• Mentor, train and knowledge share with fellow members of the team

• Adhere to OTS Standards of Performance, to include established processes, policies and procedures

• Keep Management informed of all business escalations, issues and concerns

• Complete other duties as assigned

Qualifications and Requirements

• 2-year degree in the field of computer science and/or 1-3 years' experience maintaining/supporting desktops in a corporate environment

• Valid Driver's License Required

• Hands on experience supporting Windows operating systems and MacOS operating systems

• Understanding of network environments

• Hands-on software and hardware troubleshooting experience

• Experience documenting issues in a ticketing system

• Experience supporting mobile devices

• Team Player: Works well as a member of a group

• Detail Oriented: Meet strict deadlines and prioritize assigned projects and tasks accordingly

• ITIL v4 preferred

• HDI - Desktop Support Advanced Technician certification preferred

• Microsoft certification(s) preferred

• Good understanding of the organization's goals and objectives

Supervisory Responsibilities

• None

Personal Attributes

• Strong customer service orientation

• Analytical and problem-solving abilities

• Ability to effectively prioritize and execute tasks in a high-pressure environment

• Strong interpersonal, written, listening and oral communication skills

• Adept at reading, writing, and interpreting technical documentation and procedure manuals

• Ability to conduct research into hardware and software issues and products as required

• Attention to detail

• Skilled at working within a team-oriented, collaborative environment

Standards of Performance

• Professional representation of Open Technology Solutions

• Job knowledge/timely, accurate and efficient performance

• Adherence to OTS's policies, processes and procedures

• Promotes the highest level of service to ensure a great customer experience to all clients

• Confidentiality of all records

• Adherence to OTS's policies, processes and procedures

• Success in meeting individual goals

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is required periodically to sit, climb or balance, stoop, kneel, crouch or crawl and reach with hands and arms

• The employee is regularly required to sit for long stretches of time speaking on the phone

• Requires extensive typing

• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components

• The employee may be required to lift up to thirty-five pounds

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• General office environment with low noise levels

• 40-hour work week with On-Call availability with advanced notice

• Ability to work outside of standard business hours as required

• Reliable transportation to branch locations as needed

Compensation and Benefits

• Target salary range for this position will be $60,000 to $80,000, depending on qualifications

• In addition, this position is eligible for an annual bonus eligibility with a target payout of 10%, based on company and individual performance

• The OTS Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, student loan paydown program, tuition reimbursement, loan discounts, service anniversary bonuses, recognition program. employee referral program, and employee activities