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Mid American Credit Union · 8 hours ago

IT Desktop Support Specialist

Wichita, Kansas, United States

Full-time

Onsite

Entry Level

$19/hr - $19/hr

2+ years exp

Mid American Credit Union is a member-owned institution focused on providing quality financial services. They are seeking an IT Desktop Support Specialist to provide timely and professional resolution of technology-related issues and to assist in maintaining the technology infrastructure.

BankingFinancial Services

No H1B

Responsibilities

User Support: Respond to user requests for assistance in a timely, accurate and professional manner striving for first contact resolution. Log all user requests in ticketing system, assist other team members with open tickets as needed. Maintain positive working relationships with 3rd party vendors and engage those vendors to achieve timely resolution of issues as needed. Monitor service tickets for trends that require escalation. Monitor all routine scheduled activity to ensure completion of tasks within defined timeline; work with impacted staff to correct issues in the event of a job failure. Ensure all pending changes have been communicated to users

Monitor desktop deployments for replacement, including ancillary equipment such as signature pads, receipt printers, id scanners, printers, phones and security systems. Stage and test new desktops and ancillary equipment deployments in a manner that minimizes end-user issues. Maintain a 2-year forecast of estimated replacement to be reviewed quarterly. Maintain all PC/Server licensing on an on-going basis to ensure Mid American Credit Union is compliant with licensing terms. Assist in deployment of MACU approved systems and software

Serve as Admin for assigned systems maintaining system integrity and performing maintenance activities including standard upgrades. Make recommendations for enhancing systems for the organization. Support other ancillary systems by establishing familiarity with systems and seeking guidance from vendors as needed

User Security – Ensure all workstations and servers are routinely updated with appropriate security programs/patches. Maintain records of such updates and ensure renewal of all services utilized for this purpose. Maintain user profiles per Mid American standards, ensuring only necessary levels of access are granted, including the deletion of profiles of former employees. Monitor internet usage logs and email filters, reporting issues to management. Administer staff cyber-security training programs

IT Compliance and Disaster Recovery: Ensure current IT related policies and procedures are followed as part of routine work activities. Maintain IS change management records and IS disaster recovery manuals on an on-going basis

Network Monitoring: Assist with maintenance, monitoring and reporting of network infrastructure performance to eliminate unscheduled downtime or processing errors that could have been prevented through proper maintenance and management of network components. This includes, but is not limited to, troubleshooting data communication systems, telecommunication systems, server performance, backup processes, VPN monitoring, internet usage monitoring, email filtering, etc.…

Qualification

User SupportNetwork MonitoringIT ComplianceTechnical TroubleshootingSystem AdministrationCommunication SkillsProblem SolvingTeamworkIntegrity

Required

Ability to quickly identify technology related issues, determine the root cause, identify solutions, and implement fixes quickly and effectively for complex and abstract issues

Strong verbal and written communication skills

Ability to communicate complete information in a clear, concise and professional manner to a wide variety of audiences

Ability to demonstrate a high degree of integrity, trust-worthiness, and maintain confidentiality of information and job related data

Must be able to understand and apply credit union policies and procedures, including World Class Service Standards

Ability to lift and transport moderately heavy objects (up to 50 lbs.) such as computers

Ability to climb and crawl for inspection of cables in floors and ceilings

Ability to prioritize multiple tasks and adjust to changing priorities

Must be available to work nights and weekends as needed. Occasional overnight or out of town travel required. This may include working with PC's, networking, VOIP, and Network Virtualization

Education - A two-year college degree or completion of a specialized course of study at a business or trade school

Experience - Minimum two years of similar or related experience, including time spent in preparatory positions