IT Field Support Technician II

Overview

The IT Field Support Technician II provides tier I and escalated technical support, through multiple communication channels, to Logix users experiencing issues with computers, software applications, or other equipment. The IT Tech II handles more complex service requests and assists employees in answering inquiries, obtaining technical requirements, and locating information.

Responsibilities

• Provides personal, professional, and proactive customer service to Logix users by phone, email, Instant Messaging, or in person.
• Communicates effectively with our internal customers, IT personnel, and management.
• Installs, updates, maintains, troubleshoots, and repairs desktop and laptop computers as well as peripheral computer equipment such as printers, scanners, and application specific hardware and software.
• Performs advanced administration and troubleshooting of Windows OS, MS Office 2016 and O365 Suite, and other company supported applications as required.
• Documents solutions, procedures, and other appropriate information in knowledge base system.
• Works collaboratively in a team environment to promote the overall technical knowledge and effectiveness of the team.
• Keeps manager, assistant manager, and IT team members informed of system issues impacting multiple users across the credit union.
• Updates User Accounts (e.g., creates, enables, disables, modifies names, unlocks, or resets passwords) in Active Directory, Exchange, Symitar, and other systems.
• Documents clear and concise descriptions of user issues or requests in Service Desk tickets.
• Demonstrates skill in organizing tasks and resources as well as prioritizing Service Desk incidents and requests.
• Excellent written and oral communication skills.
• Excellent customer service skills and a demonstrated ability to work with all levels of employees.
• Demonstrates an aptitude and willingness to learn and support new systems and applications.    
• Researches and recommends software products or operational processes to enhance technical support and end user productivity.
• Prepares and submits vendor warranty claims, parts, and documentation associated with warranty repairs
• Provides technical implementation support for projects initiatives.
• Possesses a strong desire to learn and ability to follow policies and procedures.
• Demonstrates the ability to work well with a minimal amount of supervision.
• Required to travel to branch offices for onsite support and troubleshooting.
• Must be able to work varying schedules, including Saturdays and occasional overtime, to support organizational goals.
• Work within their team and have a direct impact on themselves and their direct processes.

Qualifications

Education

• Min/Preferred: Preferred
• Education Level: 4 Year / Bachelors Degree      
• Description: A Bachelor's degree from four-year college or university and/or applicable industry certifications  are preferred

Experience

• Minimum Years of Experience: 2
• Preferred Years of Experience:  4
• Comments: 2-4 years supporting a Windows OS & MS Office environment.

Knowledge, Skills & Ability

• Working knowledge of networking and Active Directory.
• Knowledge of ITIL V4 framework preferred.
• Strong knowledge of troubleshooting hardware and software issues.
• Experience working with Dell client computers preferred.
• Experience with ServiceNow ticket management system preferred.
• Use existing tools/processes to solve tasks/issues assigned to them.

Disclaimer

 

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.

Pay Range

USD $33.02 - USD $49.53 /Hr.

Base Pay