Desktop Support Technician

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

1501

Grade:

14H

Status:

Non-exempt

POSITION AND PURPOSE

The Desktop Support Technician is responsible for managing, deploying hardware, software, operating systems and upgrades to workstations, tablets, thin clients, ATMs, smartphones, and multifunction devices. This position responds to queries, runs diagnostics programs, isolates problems, determines, and implements solutions. This position is also responsible for technical support to all employees, Supervisory Committee, and Board of Directors on a variety of issues related to workstations, tablets, smartphones, thin clients, multifunction devices and other supported devices.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are known for approaching challenges with confidence, professionalism, and care. You excel at supporting complex technology environments, solving technical issues, and delivering reliable solutions that help employees remain productive and connected.

THE WORK

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Administration and maintenance of workstations, laptops, audio video devices, tablets, thin clients, check scanners, media players, printers, credit card machines, smartphones, and multifunction hardware in an Enterprise Environment.

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Administer remote access management. Perform periodic review to ensure compliance with policy.

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Provide advance technical support, troubleshoot, and resolve non re-occurring technical issues.

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Responsible for management of mobile devices using MDM solution.

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Digital Signage deployment and support using industry standard devices and applications.

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Move, Add, Change (MAC) DHCP reservations and ensure there are no IP conflicts.

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Detect, diagnose, and resolve or escalate system issues arising within the workstation system architecture including workstation and thin client hardware, Windows operating system, networking problems, as well as commercial off the shelf and vendor applications.

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Assist in creating and maintaining Windows images for both workstations and thin clients.

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Assist business units and Project Management Office with implementation of new technology.

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Perform troubleshooting of ATM hardware and software using remote diagnostic tools, escalating issues to appropriate business unit or vendors as necessary. Identify reoccurring and chronic issues and implement preventive measures. Assist with day-to-day operation of the ATM fleet.

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Assist with testing and implementation of new ATM technologies, installs, uninstalls, moves and configuration changes.

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Build and test third party packages for remote software deployments and updates.

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Provide support using remote diagnostics and access tools to internal and offsite employees. Respond to tickets via the Service Desk ticketing system and provide resolution and completion of end-users’ issues and requests within service level agreements (SLA).

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Install routers and switches at remote locations as well as provide basic networking support.

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Manage and remediate virus/spyware/malware using antivirus and other security tools.

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Provide efficient and accurate service while meeting strict deadlines. Some work will be accomplished within a short span of time.

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Provide project management support for infrastructure and application upgrades.

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Basic scripting knowledge of PowerShell, DOS, and command line utilities.

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Assist in mentoring help desk employees with challenging desktop related requests.

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Present empathetic nature to delight our members and provide exceptional support.

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Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position through compliance training.

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Perform other duties as assigned.

QUALIFICATIONS

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Associate’s Degree in Information Technology or comparable discipline or equivalent work experience required

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CompTIA A+ or equivalent work experience required

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MCSA Microsoft Certified Administrator required

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Possession of a valid California Driver’s License is required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of staff and management

EXTERNAL:

Vendors

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.