Help Desk Specialist

Job Details

Job Location: P1

FCU Post Falls Lending Center - Post Falls,

Position Type: Full Time

Role: Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution for staff.

• 30% Provide ongoing support to all Credit Union staff in the use of end user hardware and software products; provides limited assistance to users developing applications with the standard user products; notify users of new useful features available through product updates.
• 15% Manage security solutions, including firewall, anti-virus, and intrusion detection systems. Assure Credit Union employees know how to care for and maintain their terminals, printers, and PCs and understand procedures for data backup, network access, etc.
• 15% Manage servers, including e-mail, print, and backup servers and their associated operating systems and software. Assist in troubleshooting, maintenance, and repair of PCs, printers, terminals, etc. coordinating with technical support and vendors as necessary. Coordinate with other IT staff to resolve hardware, software, and network problems.
• 10% Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.
• 10% Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
• 10% Performs server and security audits as well as system backups and recovery.
• 10% Administer and maintain end user accounts, permissions, and access rights.
• 10% Perform other duties as assigned.

Experience

Demonstrated technical competence with PC hardware and accessories.

(1) A two year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program. Proficiency to multi-task several items at once.

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Excellent knowledge of Credit Union hardware and software products. Must be very familiar with various computer software programs and comfortable with automated technology. Excellent organizational and editing skills, communication skills with vendors, staff, and general public.

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management.

Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence.

Must be able to perform complex mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.

Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.