MidWest America Federal Credit Union
Location
Fort Wayne, IN | United States
Job description
Help Desk Tech l Job Summary: Incumbent is responsible for responding to Tier 1 ticket inquiries via phone, ticket updates, and/or email. Asking appropriate questions and utilizing knowledge/resources to diagnose, resolve, and escalate issues beyond Tier 1.
Help Desk Tech Qualifications: A High School Diploma, GED, or equivalent. Must have a minimum of 1 year in Help Desk experience and/or 1 year of technology and systems administration experience or technical training. Proficient with computers and phones. General working knowledge of technology and PC administration. CompTia A+ and Network+ are preferred. CompTia Server+, Security+, Opcon, and EWF are preferred.
Essential Elements of the Help Desk Tech l: - Provide professional and courteous support to end users on cybersecurity issues.
- Effectively communicates with technical and non-technical colleagues at all levels in the organization
- Answering ticket inquires via phone, ticket updates, and/or email in a timely manner
- Triaging tickets and escalating more difficult problems for Tier 2 support
- Conduct new user hardware setup and relocation
- Configure desktop PCs, laptops and mobile devices
- Entry level automation support/troubleshooting (Opcon, EWF, etc.)
- DVR/Camera administration and reporting
- Records, updates, and documents requests using the IT ticket request system
- Follows the IT Ticket Response and Resolution Time Agreement
- Performs routine maintenance on workstations, and printers
- Analyzes, diagnoses, and resolves software and hardware incidents
- Manage IT administrative duties
- Provide excellent customer service and support
- Adhere to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act.
- Other duties as assigned
Additional Job Requirements: - Thoroughly document information security procedures and update regularly.
- Maintain library of cybersecurity training resources for end users.
- Investigate and remediate issues uncovered by regular penetration testing.
- Develop and maintain good relationships with third-party security vendors.
- Improve cybersecurity knowledge by employing CU-provided training resources.
Job Skills and Work Relations: Incumbent must demonstrate strong written and verbal communication skills and effectively handle multiple tasks simultaneously. Must possess strong attention to detail, troubleshooting and problem-solving skills. Incumbent must be able to meet required deadlines for completion of specific projects and have a good understanding of the Credit Union products and services. Proficient with computer systems specific to the Credit Union, Microsoft Outlook, Microsoft Windows Server, Exchange, Word, Excel, PowerPoint, and application developmental experience. Incumbent must possess good judgement, good time management, have initiative, strong team orientation, able to work with moderate stress and display professionalism and maintain confidentially at all times.
Incumbent reports to the AVP of Project Management and Technical Support.
Physical Effort and Working Conditions: Incumbent performs duties in a standard office environment involving sitting, standing, keyboarding, close vision, speaking clearly, hearing sounds and communication. May be required to lift up to 50 pounds. Incumbent may work with a desktop computer, printers, copier, laptop, tablet, headset, telephone, hand and power tools and other miscellaneous office equipment as needed. Incumbent may occasionally travel to surrounding area branches Occasional overtime may be required.
Benefits: - 401(k)
- 401(k) matching
- Dental insurance
- Paid Short & Long-Term Disability insurance
- Health insurance
- Paid Life insurance
- Paid time off
- Identity Theft Monitoring
- Paid Volunteer Time
- Paid Vision insurance
- Loan rate discounts
- Sick Time
- Paid holidays (Federal holidays observed)
- No nights/no weekends
- Personal Time
- Competitive pay
- Comprehensive training provided by a dedicated training staff
MidWest America Federal Credit Union is an Equal Opportunity Employer.
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