Desktop Support Administrator

Overview:

UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base. At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful

Summary:

Provide technical support to Team Members by troubleshooting applications, systems access, resolving hardware, software, and network-related issues. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. Typically, Desktop Support Administrator will work on resolving common problems, and this includes troubleshooting methods such as verifying physical equipment issues, networking problems, uninstalling/reinstalling software applications, verification of proper hardware and software setup, assistance with application navigation and a higher level of end-user training with supported business applications.

Responsibilities:

• Gather the customer information and determine the issue by analyzing the symptoms, and identify the underlying issue
• Utilize pre-defined call and ticket management procedures to identify, address, or escalate issues to the System Administrator (Tier 3) and other IT Teams.
• Once the issue has been identified, the Desktop Support Administrator can begin applying basic level troubleshooting solutions to resolve the issue or direct the call to the appropriate department/specialist for the smoothest resolution for our customer
• This position will interact with Team Members daily while providing a superior level of customer service to each one
• Documents instructional information for Help Desk team members on applications, hardware, and/or purchasing that applies to the Help Desk environment.
• Maintains the inventory of desktops, laptops, and peripherals for all departments and branches.
• Is thoroughly knowledgeable about, and adept at utilizing, available tools to enhance deployment procedures. Serves as technical lead for projects requiring Help Desk support.
• Maintains an ongoing relationship with vendors for all Help Desk purchasing needs.
• Performs workstation patch deployments, endpoint protection, and application deployment.
• Stays current in the field, including attending appropriate training sessions.
• Ensures full compliance with UNIFY Financial Credit Union Service Standards, policies, and procedures; and with the Bank Secrecy Act.
• Performs other duties as assigned.

Qualifications:

• High School diploma or equivalent required. Some college or technical schooling preferred.
• A minimum of three years’ Help Desk experience is required.
• Preferred certifications include ITIL, MCP, MCSE or CompTIA A .
• Thorough knowledge of Microsoft Operating Systems, Network Printing, Active Directory, SCCM, desktop software (including relevant Office and IE, as well as Acrobat and anti-malware), basic networking troubleshooting skills, VPN connectivity, PC/laptop hardware, DNS, DHCP and Wi-Fi Technology.
• Requires the ability to communicate effectively, both verbally and in writing; and to employ good problem-solving techniques.

See the UNIFY Difference!

At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves.

Competitive Compensation and Excellent Benefits Package* Includes:

UNIFY is proud to be a drug-free, equal-opportunity employer. For more information on UNIFY, visit us at www.unifyfcu.com