Help Desk Administrator

POSTED: June 6, 2018
BUSINESS: PFCU
POSITION TYPE: Full-time/Exempt
START DATE: Immediate Availability

POSITION SUMMARY:

The Help Desk Administrator is responsible for ensuring proper computer, telephone, printer, and software operations so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

*Employees are expected to adhere to all rules and regulations applicable to this position including but not limited to all policies and procedures pertaining to the Bank Secrecy Act.

DUTIES / RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

  • Maintain a current working knowledge of contract compliance and federal/state regulations in order to: provide department training on compliance related to policies and SOPs and updates regarding new regulations, amended regulations, or discontinued regulations; provide functional compliance requirements, answer questions, and give direction; monitor staff adherence to compliance policies and procedures and engage in compliance investigations, if warranted.
  • Manage daily tasks assigned by IT Infrastructure Manager.
  • Seek out new software/hardware technology that will benefit the Credit Union.
  • MAC experience is a plus.
  • Field incoming help requests from end users via Help Desk software, e-mail, and telephone in a courteous manner.
  • Triage all incoming requests through the Help Desk and apply first attempt troubleshooting steps (escalate trouble tickets when required)
  • Schedule support sessions for all internal users requiring additional assistance with appropriate team members.
  • Escalate Business continuity issues to proper channels.
  • Document all pertinent end user identification information, including name, contact information, and nature of problem or issue and preferred method of support.
  • Build rapport and elicit problem details from help desk customers.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution.
  • Install all desktop equipment and peripherals, including printers.
  • Identify and learn appropriate software and hardware used and supported by the Credit Union.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
  • Perform routine system health checks.
  • Develop help sheets and frequently asked questions lists for end users and triage technicians.
  • Recommend appropriate training classes for end users to Corporate Training Services Department.
  • Maintain asset inventory - Record, track, and document all desktop peripherals, lifecycle, manufacturer, model, and serial number.
  • Prepare all equipment for salvage disposal.
  • Oversees in developing and writing department operational procedures.

 KNOWLEDGE / SKILLS / ABILITIES / REQUIREMENTS:

  • Bachelor’s Degree in Information Technology and/or equivalent combination of education and experience preferred
  • Minimum 2+ years of experience in software support, testing, and troubleshooting in an office environment
  • Advanced knowledge of Skype for Business/WebEx preferred
  • Knowledge of imaging techniques and remote software deployment
  • Knowledge of software development lifecycles and release processes
  • Provide exceptional customer service to internal and external customers
  • Experience training end-users on Microsoft platforms at the desktop level
  • Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors and company contacts
  • Ability to follow the core values of honesty, integrity, mutual respect, pride and ownership

 WORK ENVIRONMENT / PHYSICAL DEMANDS:

  • This job operates in a clerical office setting.  This role routinely uses standard office equipment such as computers, phone, photocopiers, filing cabinets and fax machines
  • This position requires manual dexterity, the ability to lift files and open filing cabinets
  • This position requires sitting, bending, stooping or standing as necessary

 BENEFITS:

Purdue Federal offers competitive wages including an advancement program, excellent benefits, training and development opportunities, and employee appreciation.

It is the policy of Purdue Federal Credit Union not to discriminate against any employee or applicant for employment because of race, color, religion, age, sex, national origin, disability, marital status, genetic information, sexual preference, ancestry, student status, veteran status or arrest and conviction records or any other protected class not directly relevant to employment.

APPLICATION INSTRUCTIONS:

For further details or if you are interested in joining one of the “Best Places to Work in Indiana” where Honesty, Integrity, Mutual Respect, and Pride & Ownership are the core values, please complete our online application:  https://purduefedcareers.silkroad.com/

 

  • Job Listings

Kurz Purdue Technology Center, 1281 Win Hentschel Blvd., West Lafayette, IN 47906, 765-588-3470

© 2016-17 Purdue Research Foundation | Maintained by Purdue Research Foundation

Trouble with this page? Please contact Purdue Research Foundation by Phone, 765-588-3470, or FAX, 765-463-3501.