Technical Support Administrator

Job Description: Reports to the IT Support Manager. Responsible for providing quality technical support to users. The position is directly involved in troubleshooting/resolving personal computer, application, and peripheral-related problems.

Responsible and Accountable for: · Provides front-line interaction with users and acts to ensure all reported problems are resolved. · Provides phone coverage of the primary internal Chartway Help Desk line as required. · Develops ideas for improving and enhancing the general operation of the support desk and user experience. Installs, configures, tests, and supports new applications as required. · Provides first level analysis and diagnostics of reported problems (including Desktop Operating Systems, network, branch, and PC issues). · P rovides backup for IT computer operations as required; required to have cell phone for after hours and weekend on-call duties as needed. · Performs other duties as assigned. Knowledge, Skills and Abilities: · Excellent communication skills, and self-motivated (especially when involving the learning of new technologies). · Knowledgeable in installation and support of Microsoft Windows operating system, including installation, support, and testing of new applications. · Knowledgeable in the basics of supporting an Ethernet network (including wiring, installation of PC hardware and software, and troubleshooting) · Possess broad knowledge and understanding of current and emerging technologies and their relevance as tools in the IT industry. · Ability to identify and analyze critical problems and provide viable solutions and/or alternatives, informing senior staff in a timely manner. · Ability to provide first level support to end users in the areas of network, desktop, applications, telecommunications, web, and Desktop Operating Systems. · Ability to effectively work with other departments, prioritize and escalate issues as necessary, and provide resolution follow-up. · Ability to assist with other operational issues as required. · Ability to research and document problems/resolutions and create “How-To” instructional documentation as needed. · Ability to act as a source of information, help, and training for staff throughout the organization concerning personal computer applications and operating systems . · Ability to lift 50lbs of equipment to facilitate equipment relocations, as tasked. · Ability to understand and be aware of possible suspicious activities or transactions by members or by employees, directors, executives, or officers of the credit union.

Promptly notify management as required by credit union policy if unusual activity is observed which could be an indication of financial crime or efforts to evade reporting requirements of the Bank Secrecy Act or other laws and regulations. Education and Experience: · Education: Associate’s Degree (AS in computer science or similar) or equivalent experience. · Experience: Approximately 2-5 years of technology support, focused on customer interaction with excellent customer service skills (preferably experience with a financial institution) · Certification: One of the following (A+, Microsoft MCP, Network +, CCNA) or equivalent experience Essential Quality And Cultural Functions: The following quality standards and principles will apply to members and all internal customers (i.e. fellow co-workers, supervisors and volunteers). 1. Use our established Service Standards in all interactions with internal and external members, including appropriate use of members’ names and prompt, courteous return of phone calls, emails, and inquiries. 2.

Effectively promote the Credit Union’s products and services in accordance with strategic goals, while meeting the members’ needs. 3. Act in the best interest of the members and the credit union when making decisions and resolving problems. 4. Hold the organizations values and cultural beliefs at the forefront at all times. 5.

Maintain an acceptable level of attendance in accordance with Chartway’s attendance policy; attendance on the job is an essential function of all positions at Chartway. Chartway Federal Credit Union promotes an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified disabled applicants and employees. This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position.

Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties as requested by any person authorized to give instructions or assignments. Duties, responsibilities and expectations may be added, deleted; or changed at any time at management’s discretion and this job description does not create an employment contract, implied or otherwise, other than an employment-at-will relationship.