Senior Desktop Technician

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

THE DETAILS

Job Code:

1523

Grade:

16H

Status:

Non-exempt

POSITION AND PURPOSE

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

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 a highly skilled and solutions-oriented IT professional with advanced expertise in endpoint management, desktop support, and device lifecycle administration. You excel at diagnosing complex technical issues, implementing scalable technology solutions, and driving operational efficiency across the organization. Known for your customer-focused approach, you provide exceptional support to employees and senior leadership while mentoring team members, improving processes, and ensuring a secure, reliable technology environment.

THE WORK

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Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems and hardware; determine the source of problems and classify their level, priority, and nature.

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Take ownership of more complex issues and drive for resolution. Investigate the root cause and implement improvements to reduce future occurrences.

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Responsible for creating, maintaining, and managing the gold build process for all desktop, laptop, and thin client images.

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Manage image and patch deployment using centralized enterprise desktop management systems. Build installer packages, application updates and operating system updates.

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Design, test and implement Mobile Device Management policies and configurations.

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

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Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, audio video devices, ATM’s, phones and other computer and telecommunications equipment.

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Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.

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Analyze and make recommendations for hardware and software standardization.

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Mentor and support desktop support staff in their daily workload offering assistance and support for more advanced problems.

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Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.

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Assist IT-Support management to ensure hardware and software remediation is performed and maintained regularly.

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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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Assist in license, asset management, and CMDB maintenance.

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Provide input to IT-Support Management in regard to staff performance for performance evaluations.

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Assist with managing staff schedule and attendance.

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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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Bachelor’s Degree in Information Technology, business or related field required

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Equivalent work experience may be considered in lieu of 4-year degree

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5+ years supporting operating systems, applications, desktop, and laptops in a LAN/WAN environment required

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Software deployment technologies using repackaging tools or scripts.

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Strong knowledge of operational procedures, products, and services

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Strong knowledge of information technology equipment.

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Strong knowledge of Windows Imaging, Scripting and Thin Client Management.

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Ability to analyze and resolve routine to complex computer related problems.

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Oral and written communication skills to successfully communicate diagnosis, issues, and reports.

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Strong organizational and analytical skills.

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None 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:

Board of Directors and 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.