Desktop Support Specialist
Service Credit Union is committed to delivering exceptional customer service and fostering a positive work environment. They are seeking a Desktop Support Specialist who will be responsible for providing tier-2 support for the desktop infrastructure, assisting with deployment planning, and ensuring efficient operation of end-user systems. The role includes monitoring desktop performance, training junior staff, and collaborating with IT support on network projects.
Responsibilities
- Responsible for the ongoing maintenance needs of the company’s desktop environment
- Assist junior level (tier 1) personnel in addressing end-user concerns
- Tier 2 Desktop Specialists are expected to be project assistants for some of the new and/or enhanced applications
- Train tier-1 specialists in new applications
- Consult with IT support and network department to make sure that network expansion projects are in line with the company’s plans
- Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency
- Knowledge of network security methodologies and safe practices to ensure data loss prevention and integrity
- Knowledge of SCCM for the purposes of imaging and patching
- Acquire and maintain proficiency in the function of the network and all peripheral equipment utilized by the Credit Union, including PCs, laptops, servers, AD policies, and applications
- Respond to ChangeGear requests in a timely manner as well as documenting resolutions in the ChangeGear system
- Support user infrastructure by administering Active Directory users and computers, group management, home folders, third party user management tools, and email distribution group memberships
- Work with Network Engineer and Network Administrators on current and new technologies pertaining to front end user support
- Train and assist fellow team members on all desktop support issues
- Manage all service requirements including pc and printer support, additional software, and hardware installation, etc., at the tier-1 and 2 desktop levels
- Provide ongoing laptop maintenance to the SCU fleet of mobile users
- Participate in on-call rotation for off-hours critical systems monitoring and support
- Be available to work flexible hours as required by assigned projects or system problems
- Maintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related events
- Provide quality support and maintain a professional relationship with peers, management, other staff, and members through cooperation, mutual trust, and respect
- Perform other duties as assigned
Skills
- Must have knowledge of Windows 2012, and 2016 operating systems, including Windows 7 and Windows 10 at the desktop
- Must possess a high degree of proficiency understanding overall data processing concepts, troubleshooting, and security
- Experience with the Microsoft Office suite required
- Must have strong oral and written communication skills
- Must have knowledge of Microsoft desktop and server operating systems, with a heavy concentration in PC and LAN functions, including basic knowledge of routers and switching in a wide area environment
- Must be willing to travel and work extended hours, including weekends, as position responsibilities require
- Education: High School diploma or equivalent required
- Experience: Minimum 1 – 3 years' experience
- Knowledge/experience with VDI or VoIP preferred
- Computer Science degree desirable
Company Overview