IT Desktop Support Specialist

About Us

Credit Unions are not-for-profit organizations that exist to serve their members rather than to maximize profits. As a member-owned institution, our focus is on providing a safe place to save and borrow at reasonable rates! That is why our mission at Mid American Credit Union is to be the best choice for quality financial services, above and beyond all other alternatives.

Mid American Credit Union is looking for individuals that like to be challenged, rewarded and inspired! This job is perfect for self-motivated, quick thinkers with unmatched problem solving skills. Are you ready to be a part of a team that exceeds member expectation every day?

As part of the Information Systems Team, the IT Desktop Support Specialist is responsible for serving Mid American Credit Union staff and members through timely, accurate and professional resolution of issues and introduction of enhanced processes improving technology related processes. The IT Desktop Support Specialist is responsible for assisting other members of the IS team on maintaining the technology infrastructure and processing cycles in a manner that adheres to IT compliance and IT performance standards.

• 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, , 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.

• 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…