Desktop Support Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Location: Rochester, NH - Service Credit Union Operations Center

  Hybrid: Required 3 days per week in office

Rate: Starting at $29.02 per hour. Negotiable with experience

As a team member of the Desktop Support group, tier- 2 personnel are responsible for long term deployment planning, higher level of support, support of specialized application along with the support for the end-user desktop infrastructure including PCs, laptops, phones, peripherals, computers applications, and other infrastructure problems.  Responsible for daily HelpDesk support via phone and ChangeGear ticketing software under the supervision of the group leader.  Includes new system and branch roll outs and local travel to US branches when required.

Position Responsibilities:

• Responsible for the ongoing maintenance needs of the company’s desktop environment
• Assist junior level (tier 1) personnel in addressing end-user concerns
• Tier 2 Desktop Specialists are expected to be project assistants for some of the new and/or enhanced applications
• Train tier-1 specialists in new applications
• Consult with IT support and network department to make sure that network expansion projects are in line with the company’s plans
• Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency
• Knowledge of network security methodologies and safe practices to ensure data loss prevention and integrity
• Knowledge of SCCM for the purposes of imaging and patching
• Acquire and maintain proficiency in the function of the network and all peripheral equipment utilized by the Credit Union, including PCs, laptops, servers, AD policies, and applications.
• Respond to ChangeGear requests in a timely manner as well as documenting resolutions in the ChangeGear system
• Support user infrastructure by administering Active Directory users and computers, group management, home folders, third party user management tools, and email distribution group memberships.
• Work with Network Engineer and Network Administrators on current and new technologies pertaining to front end user support.
• Train and assist fellow team members on all desktop support issues
• Manage all service requirements including pc and printer support, additional software, and hardware installation, etc., at the tier-1 and 2 desktop levels.
• Provide ongoing laptop maintenance to the SCU fleet of mobile users
• Participate in on-call rotation for off-hours critical systems monitoring and support.
• Be available to work flexible hours as required by assigned projects or system problems.
• Maintain confidentiality regarding credit union policies and procedures, member financial data, personal information, and work-related events
• Provide quality support and maintain a professional relationship with peers, management, other staff, and members through cooperation, mutual trust, and respect
• Perform other duties as assigned.

Required Knowledge and Skills:

• Must have knowledge of Windows 2012, and 2016 operating systems, including Windows 7 and Windows 10 at the desktop. 
• Must possess a high degree of proficiency understanding overall data processing concepts, troubleshooting, and security. 
• Experience with the Microsoft Office suite required. Knowledge/experience with VDI or VoIP preferred. 
• Must have strong oral and written communication skills. 
• Must have knowledge of Microsoft desktop and server operating systems, with a heavy concentration in PC and LAN functions, including basic knowledge of routers and switching in a wide area environment.
• Must be willing to travel and work extended hours, including weekends, as position responsibilities require.

Education/Experience/Certifications:

Education: High School diploma or equivalent required. Computer Science degree desirable.

Experience: Minimum 1 – 3 years’ experience.