Help Desk II
Reports To: IT Manager
This position is supervised by the IT Manager. Primarily responsible administration of Help Desk activities (HelpIS) to include; general technical assistance for end users, physical hardware replacements across CRCU
facilities, and standard technical training for end users. Assists in operations for the financial core processing system as required. Adheres to all policies, procedures, and standard practices of CRCU. Adhere to Federal/State
Laws, and Regulations pertaining to IT.
Essential Functions & Responsibilities:
E 85% Takes ownership of Help Desk issues to include: Ensures efficient and effective resolution in a timely manner of all HelpsIS requests; Ability to use and effectively train end users on standard
product use, such as but not limited to biometric sign in, account self- service, MS Office products; Responds to request with effective communication in person, via phone or
electronically; Diagnoses and resolves technical hardware and software issues; Identifies and escalates situations requiring immediate attention so that member service is not impacted;
Recognizes patterns or associated activity and provides resolution; Determines when additional department resources are needed to assist in resolving issues; Uses analytical and creative
abilities to search for solutions; Maintains effective communications within department to insure resourceful resolution to open tasks; Provides reports on routine and timely basis; Tracks and
routes issues and requests as appropriate; Insures proper documentation is obtained for all resolutions; Stays current with system information, changes and updates; Insures the HelpIS
Service Standards Agreement is upheld at all times; Travels to branch locations for any technical hardware replacement to include: thin clients, pc’s, monitors, printers, sigpads, and all other
related peripheral devices; Follows appropriate scripts and processes for the lifecycle of HelpIS ticketing on a consistent basis.
E 15% Administrative responsibilities include: Assembles department reports; Aids in scheduling/coordination of meetings and other events; Corresponds with CRCU staff and vendors as
directed; Conducts research as directed
N 5% Performs other duties, tasks and projects as assigned.
1. Informs IT Manager and affected operational areas of any service interruptions.
2. Takes ownership of HelpIS activities.
3. Performs scheduled tasks and routine system management efficiently with minimum supervision.
4. Communicates effectively with MIS Team.
5. Maintains a professional work environment and team focus on a continual basis.
6. Effectively and consistently implements run book practices.
7. Tracks tickets and advises HelpDesk lead of possible trends in the environment.
8. Demonstrates an understanding of, and follows the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets
Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance.
Knowledge and Skills:
Experience: One year to three years of similar or related experience.
Education: (1) A two year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training
or apprenticeship program.
Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or
sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills : Ability to: conceptualize technical activities, troubleshoot & resolve issues efficiently and with minimum guidance, demonstrate self-motivation and initiative required.
Physical Requirements: While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently
is required to stand, walk, and sit. Specific vision abilities required of this job include close vision and ability to adjust focus.
Work Environment Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. May require periodic travel. There is exposure to potential
hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.
In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no
accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Job Status: Full Time