Position Summary:
The Help Desk's role is to provide technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner. Helpdesk support works with the IT team, often interacting with systems and users across the company. The Help Desk person will be able to troubleshoot customer issues and resolve tickets opened by customers.
Responsibilities:
- Responsible for the first line of technical support for all credit union-supported hardware and software
- Ensures printers, workstations, and desktop software are maintained and upgraded with the latest patches while performing system troubleshooting
- Responsible for onboarding new users to Active Directory, emails in Office 365, and creating login in different applications
- Responsible for deactivating users who have been terminated from the network and different applications
- Ensures printers, workstations, and desktop software are maintained and upgraded with the latest patches while performing system troubleshooting
- Ensure all calls are logged and detailed in the incident Management ticketing system
- Monitor Service Desk incident queue, providing the appropriate categorization and responding within SLA
- Assist Virtual desktop Admin and Server admin with their projects
- Direct unresolved issues to next-level support
- Create and improve procedures by writing and maintaining documentation.
- Understand and comply with security support policies and procedures
- Willing to learn new technologies.
- Be available for Saturday Rotational On-call
- Position hours are from 9-2
Knowledge and Skills
- Proficient knowledge of Microsoft Windows 10
- Must have a basic knowledge of Office 365
- Experience with Microsoft Office
- Must have basic knowledge of Active Directory
- Possesses problem-solving capabilities
- Knowledge of the principles, methods, and techniques used in PC support
- Must be a team player as well as taking work individually
- Must have good Phone and customer service skills
Abilities
- Ability to communicate orally and written in a professional manner
- Able to document project and other processes
- Ability to apply technical standards, principles, theories and techniques
- Handles highly confidential information/material
- Able to organize, coordinate, and direct projects.
- Must be able to work independently and as a team member.
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases, and remote control
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
Education and Experience
- High school education
- Participating in Houston Community College Co-op Program
ADA Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting up to 5 lbs. Must be capable of climbing/descending stairs in emergencies. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.
Skills Required
- Proficient knowledge of Microsoft Windows 10
- Basic knowledge of Office 365
- Experience with Microsoft Office
- Basic knowledge of Active Directory
- Ability to troubleshoot and resolve basic technical issues
- Experience logging and managing incidents in a ticketing system
- Good phone and customer service skills
- Ability to communicate professionally in writing and orally
- Ability to document procedures and processes
- Willingness to learn new technologies and assist admins with projects
- Be available for Saturday rotational on-call
- High school education and participation in Houston Community College Co-op Program
What We Do
Making a positive difference in the lives of others – that is what we do here every day. Life can be challenging, but it is easier when we are surrounded by people who care and support us. At PrimeWay Federal Credit Union, we have been helping enable members’ dreams since 1937. Whether that dream is buying a new home, being debt free or starting a new business, the professionals at PrimeWay care and are here to help. PrimeWay is a not-for-profit financial cooperative with multiple branches, local to the Houston area (including Harris County, Fort Bend County and Washington County). At PrimeWay we believe that the best way to build strong communities is to help the families in our community create their own financial strength. Through a combination of a knowledgeable professional team, technology and a full suite of accounts and loans, we help families and small business owners reach their dreams. Like many financial institutions you can find everything you need at PrimeWay from some of the best checking accounts to great loan rates and terms on autos, mortgages, home equity, business accounts and more. The difference is our team. We take pride in our work, are always looking to improve, and want to make this corner of the world just a little bit better. Along the way, we believe it is important to support one another, help each other grow professionally and have fun!
