Description If you are an amazing individual, then we have a role for you! Summary The Desktop Support Technician's role is an on-site position. This role is to provide required on-site support to both corporate office and credit union branch end users. Additionally, provide remote support to the end users of OTS, the credit union partners and CUSO partners. This individual also participates in the implementation and enforcement of policies and procedures to ensure system operations are consistent with company goals and standards. Essential Duties and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Deploy and maintain end user computer systems
- Deploy and maintain end user desk and softphones
- Deploy and maintain input/output devices, including printers and scanners
- Deploy and maintain end user mobile devices, including mobile phones, tablets, etc.
- Proactively, mitigate, identify, troubleshoot, escalate and assist to resolve end user hardware and software problems on systems, input/output devices, and workstations. Escalate incidents as necessary
- Practice enterprise asset management, including maintenance of end user desktop/laptops and peripheral component inventory, related documentation and technical specification information
- Keep Management informed of all business escalations, issues and concerns
- Assist technical support group team members with technical issues and projects.
- Supports and participates in Security Incident Response and Disaster Recovery activities
- Provide technical interaction with company Service Desk and other internal groups as needed
- Mentor, train and knowledge share with fellow members of the team
- Adhere to OTS Standards of Performance, to include established processes, policies and procedures
- Have the ability to work an on-call rotation and work nights/weekends with advance notice
- Have regular and punctual attendance is a requirement
- Complete other duties as assigned
Qualifications and Requirements
- 2-year degree in the field of computer science or 2-3 years' experience maintaining/supporting desktops in a corporate environment
- Hand on experience supporting Windows operating systems and MacOS X operating systems
- Understanding of network environments
- Hands-on software and hardware troubleshooting experience
- Experience documenting issues in a ticketing system
- Demonstrated experience supporting mobile devices
- Team Player: Works well as a member of a group
- Detail Oriented: Meet strict deadlines and prioritize assigned projects and tasks accordingly
- ITIL V4 certification preferred
- Microsoft certification preferred
Supervisory Responsibilities
Personal Attributes
- Strong customer service orientation
- Proven analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Strong interpersonal, written, listening and oral communication skills
- Adept at reading, writing, and interpreting technical documentation and procedure manuals
- Ability to conduct research into hardware and software issues and products as required
- Keen attention to detail
- Skilled at working within a team-oriented, collaborative environment
Standards of Performance
- Professional representation of Open Technology Solutions
- Job knowledge/timely, accurate and efficient performance
- Adherence to OTS's policies, processes and procedures
- Promotes and ensures the highest level of service is provided to ensure a great customer experience to all clients
- Confidentiality of all records
- Timeliness of meeting regulatory guidelines
- Compliance of regulatory requirements
- Cost effectiveness and productivity of departmental operations
- Success in meeting individual, departmental, and corporate goals
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is required periodically to sit, climb or balance, stoop, kneel, crouch or crawl and reach with hands and arms.
- The employee is regularly required to sit for long stretches of time speaking on the phone
- Requires extensive typing
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
- The employee may be required to lift up to twenty-five pounds.
- Job has the following vision requirements: close, distance, color, peripheral, depth perception, and ability to adjust focus.
Work Conditions The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- General office environment with low noise levels
- 40-hour on-site work week
- Ability to work outside of standard business hours as required
- Some travel may be required
Compensation and Benefits
- Target salary range for this position will be $60,000 to $80,000, depending on qualifications.
- In addition, this position is eligible for an annual bonus eligibility with a target payout of 10%, based on company and individual performance
- The OTS Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, student loan paydown program, tuition reimbursement, loan discounts, service anniversary bonuses, recognition program. employee referral program, and employee activities.