Desktop Support Specialist I/II

Our Company

At Raiz FCU, we share a passion for knowledge and a pursuit of growth. Grounded in our El Paso heritage (previously Teachers Federal Credit Union) since 1936, we are growing to help our community move into the future. We are inspired people, invested in you.  At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and passionately lead the way. We can’t wait for you to join us.

Job Overview- Desktop Support I

This position reports to the Computer Operations Manager. This role does not supervise any positions and will need to be a capable problem-solver. This mid-level position will give team members a better feel for the system support, network support, and security team in the IT department. It will help them decide on their path for future growth within the organization. Assists with the configuration, deployment, and maintenance of computer equipment as well as providing technical help desk support answering user questions and resolving software and/or hardware issues. In addition, the Desktop Support I supports PC hardware & software maintenance, which includes installing, modifying, configuring, and upgrading the Credit Union’s desktop computers. Help manage and deploy office peripherals including printers and phones with the guidance of network administrators. Under direct supervision, enable services or respond to end-user requests for network status information. Has basic knowledge of hardware related to data communication protocols and standards for LAN/WAN technologies. Participates in projects for remodels, constructions, and moves to determine desktop computing and peripheral needs.  Responsible for remote and deskside support of team members.  Helps to maintain an accurate inventory of all end-user computing assets.  Makes recommendations for replacement/upgrade of devices as needed to include recommendations for the annual budget for device maintenance/replacement.  Keeps management informed of area activities and maintains all related records.  This position requires attention to detail and quality orientation to ensure that computers/peripherals function efficiently and effectively.  Good problem-solving skills and a willingness to assist others are vital to the successful execution of this position. 

You will be an empowering mentor who will be:

• A trusted expert
• A natural communicator
• A champion for our members and the community
• A guide through the moments that matter the most to our members 

Job Overview- Desktop Support II

This position reports to the Computer Operations Manager. This role does not supervise any positions and requires a capable problem-solver. This position will allow team members to get a better feel for the system support, network support, and security team in the IT department to help them decide on their path for future growth in the organization. This position requires attention to detail and quality orientation to ensure that computers/peripherals function efficiently and effectively.  Good problem-solving skills and a willingness to assist others are vital to the successful execution of this position.   Assists with the configuration, deployment, and maintenance of computer equipment, as well as providing technical help desk support, answering user questions, and resolving software and/or hardware issues. In addition, the Desktop Specialist Level II supports PC hardware & software maintenance, which includes installing, modifying, configuring, and upgrading the Credit Union’s desktop computers. Helps to manage and deploy office peripherals, including printers and phones, with the guidance of network administrators. Leads the efforts to enable services or respond to end-user requests for network status information. Has deep knowledge of hardware related to data communication protocols and standards for LAN/WAN technologies. This role must assist Helpdesk Techs and Desktop Support 1s in any escalation or assistance. Participates in coordinating projects for remodels, constructions, and moves to determine desktop computing and peripheral needs.  Responsible for remote and deskside support of team members.  Maintains accurate inventory of all end-user computing assets.  Makes recommendations for replacement/upgrade of devices as needed to include recommendations for the annual budget for device maintenance/replacement.  Keeps management informed of area activities and maintains all related records.  You will be an empowering mentor that will be:
•    A trusted expert
•    A natural communicator
•    A champion for our members and the community
•    A guide through the moments that matter the most to our members 
 

Position Details:

Onsite

12020 Rojas. El Paso, Tx 79936

Monday-Friday; some Saturdays

Pay Details:

Desktop Support I- $19.81-$29.72

Desktop Support II- $22.16-$33.23

• Associate's degree in computer science or related field with associate-level certification such as CompTIA A+ or similar certification and training required.
• Minimum two (2) years of experience in information technology support.
• Strong customer service skills with willingness to assist others
• Must have excellent communication skills, particularly when communicating complex information.
• Attention to detail.
• Ability to coordinate with IT and other departments and personnel.

Skills and Experience-II

• Associate's Degree in Computer Science or a related field. 
• CompTIA A+ Certification or comparable required.
• Minimum of 3 years of demonstrated experience in information technology support
• Strong customer service skills with the willingness to assist others.
• Must have excellent communication skills, mainly when communicating complex information
• Attention to detail.
• Ability to coordinate with IT and other departments and personnel.

Role Description and Essential Duties- I

• Assist with 2nd level requests from the IT Helpdesk for Core/System/Network/desktop support.  Under supervision, installs and maintains end-user computing devices and peripherals.  Assist end users in support of ticket resolution remotely and deskside when directed to update software and hardware inventory as necessary.  Accurately enter data requests in the service desk ticketing system. Helps with testing data exchange and communication between computers and servers. Run diagnostic testing and perform repairs. Ensures credit union compliance with licensing agreements, Updates and maintains installation documentation, and documents device configurations.
• Answer service desk queue when required. Monitor incoming requests to the service desk ticketing system for trends and make recommendations to resolve issues.  Assist in maintaining an accurate inventory of all end users' devices and peripherals.  Participate in move projects to make device recommendations and plan for device moves.  Desktop software installation solves access issues. Maintain effective lines of communication with the supervisor and managers, regarding pertinent desktop support issues. 
• Participate in formal and informal learning opportunities. Remain informed on current technology trends.
• Participate in interdepartmental collaboration to enhance processes and new partnerships. Maintain good external relations with vendors and community partners.
• As directed configures new and existing devices to meet organizational security standards.  Document and report to management any security anomalies.
• Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to the Customer Identification Program (CIP). Attends required annual BSA training and required compliance training.
• Demonstrate initiative and resourcefulness by independently researching unfamiliar technical issues, utilizing available documentation, knowledge resources, vendor materials, and other appropriate sources to identify potential solutions and further develop technical knowledge. Create and maintain internal knowledge base documentation, as appropriate, to sustain troubleshooting efforts across the IT team.
• Assist with all other duties as assigned or identified.

Roles and Responsibilities-II

• Assist with 3rd level requests from the IT Helpdesk for Core/System/Network/desktop support.  Install and maintain end-user computing devices and peripherals.  Assist end users in support of ticket resolution both remotely and deskside. Update software and hardware inventory as necessary.  Accurately enter data requests in the service desk ticketing system. Testing data exchange and communication between computers, and servers. Run diagnostic testing and perform repairs. Ensures credit union compliance with licensing agreements, Updates and maintains installation documentation, and documents device configurations. Provide advanced troubleshooting and technical support for more complex issues requiring greater technical expertise, independent analysis, and problem solving beyond Tier 1 and Tier 2 support capabilities.
• Answer service desk queue when required.  Review end-user devices to determine if there is a need for upgrade/replacement.  Monitor incoming requests to the service desk ticketing system for trends and make recommendations to resolve issues.  Assist in maintaining an accurate inventory of all end users' devices and peripherals.  Participate in construction/remodel/move projects to make device recommendations and plan for device moves.  Desktop software installation solves access issues. Maintain effective lines of communication with the supervisor and managers, regarding pertinent desktop support issues. 
• Participate in formal and informal learning opportunities. Remain informed on current technology trends.
• Participate in interdepartmental collaboration to enhance processes and new partnerships. Maintain good external relations with vendors and community partners.
• Remain actively engaged in Tier 2 responsibilities, as needed, to support workload demands, maintain service continuity, promote shared accountability, and contribute to the overall success of IT Operations.
• Configure new and existing devices to meet organizational security standards.  Document and report to management any security anomalies.
• Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to the Customer Identification Program (CIP). Attends required annual BSA training and required compliance training.
• Demonstrate initiative and resourcefulness by independently researching unfamiliar technical issues, utilizing available documentation, knowledge resources, vendor materials, and other appropriate sources to identify and implement appropriate solutions prior to escalation when reasonable. Create and maintain internal knowledge base documentation, as appropriate, to capture troubleshooting procedures, resolutions, configurations, recurring issues, and technical best practices, supporting knowledge retention and sustaining troubleshooting efforts across the IT team.
• Serve as a technical resource to Tier 1 and Tier 2 team members by providing guidance, knowledge sharing, and supporting troubleshooting and escalation efforts while encouraging continued development and technical proficiency across the IT Operations team.
• Lead and coordinate assigned IT Operations projects and technical initiatives of varying scope, including planning and organizing project activities, coordinating with internal stakeholders, tracking deliverables and timelines with managers, documenting progress, identifying and escalating risks or barriers, and supporting successful project implementation and completion.
• Assist with all other duties as assigned or identified.