Sr Help Desk Support

    • Job Tracking ID: 512165-776539
    • Job Location: Broomfield, CO
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: 06/16/2021
    • Years of Experience: Any
    • Starting Date: ASAP
    • Days of the Week: Mon,Tue,Wed,Thurs,Fri
    • Hours: full time varying hours M-F 7-6 with rotating oncall schedule
    • Salary: $50,000- $60,000 based upon experience
Invite a friend
facebook LinkedIn Twitter Email


Job Description

POSITION SUMMARY:

The Sr. Help Desk Support position is responsible for maintaining, configuring, installing, and troubleshooting all end user hardware and software systems. Provides IT related customer service and technical support to all users company-wide.

 

ESSENTIAL FUNCTIONS:

  • Installs, upgrades, and troubleshoots end user hardware and software.
  • Configures OS and software deployment systems for use by other Tier 1 support such as WDS, Smart deploy, BMC, or Deploy Studio.
  • Able to use standard scripting languages and automation tools such as PowerShell, ADSI, python.
  • Automates common processes to drive consistency and reduce the time taken for common tasks.
  • Creates and establishes processes, procedures, and documentation for all Tier 1 Staff to follow.
  • Provision user accounts and application access based on established access levels and onboarding / offborading procedures.
  • Provide onsite and remote Tier 1 support for helpdesk tickets and phone calls with the goal of solving the problem on first contact.
  • Acts as a Tier 1 escalation point prior to being escalated to Tier 2.
  • Keeps all hardware and software inventories up to date.
  • Stays current with new trends in end user computing to recommend device changes to support credit union staff.
  • Responds and completes helpdesk tickets within the established SLA’s.
  • Participates in the on-call rotation for the Credit Union.
  • Perform other duties as assigned.

 

QUALIFICATIONS

 

Knowledge RequIRED:

  • Knowledge of common PC hardware are beneficial.
  • Knowledge of common desktop operating systems are beneficial.
  • Knowledge of common helpdesk and desktop applications such as Jira, O365, and Office are beneficial.
  • Understanding of general TCP/IP, DHCP, DNS, and client server communications are beneficial.
  •  

 

Experience ReQUIRED:              

  • 5+ years of experience in a fast paced helpdesk role.
  • An Associate’s degree in computer science or equivalent is beneficial.
  • Experience scripting and automating common helpdesk tasks.
  • Certifications such as A+, MCP, MCSA, and Office 365 Administration are beneficial.

 

Skills/Abilities:

  • Superior analytical, planning, organizational, and problem-solving skills.
  • Ability to multi-task and be organized in a fast past environment.
  • Exceptional customer service skills and willingness to help others.
  • Promotes the credit unions core values.
  • Ability to pick up new technology quickly and easily with minimal guidance.
  • Able to communicate information clearly with all levels of staff and management organization wide.
  • Honesty, integrity, and transparency are required at all times.
  • Ability to follow policy, procedure, and regulatory requirements.
  • Willingness to participate in a 24X7 on call rotation as well as work after hours as necessary. 

 

WORKING CONDITIONS

  • Standard office conditions.
  • Low to moderate noise.
  • Limited lifting up to 50 lbs.
  • Weekly travel within Colorado is expected.

 

 

This description has been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.


The Credit Union believes that each employee makes a significant contribution to our success.  That contribution should not be limited by the assigned responsibilities.  Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent.  It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.

 

Experience and Skills

This is a 100% in office position in Broomfield CO. We are currently social distancing for the wellbeing of our employees.