Help Desk Administrator I

The Help Desk Administrator I provides technical support to staff that call into the Information Technology Help Desk in regards to a wide variety of issues. The position helps diagnose and correct problems with workstations, applications, and peripherals and provides support to team members regarding escalated issues.

• Provide technical support and troubleshooting assistance remotely or in person throughout the Credit Union including workstation hardware (and peripherals), software, application support, network connectivity, projectors, printers, and IP Phones.
• Collaborate and work closely with the IT Security department to adhere to the strictest PCI compliance and security requirements. This includes following best practices for installing and supporting security applications for encryption, web and email filtering, and workstation operating system configuration and hardening.
• Work with the Facilities department and Digital Marketing Display vendors ensure proper display of marketing messages on all branch signs, TVs and drive-up terminals.
• Maintain compliance with internal standards for software, hardware, and documentation.
• Create and update application and procedural documentation for all systems that are within the Help Desk Administrator's scope.
• Provide escalated support to all other MIS team members regarding Help Desk tickets while addressing, logging, and escalating service-desk tickets as needed.
• Provide advanced hardware diagnostics for hardware failure resolution of workstations, laptops, printers and peripheral equipment.
• Maintain an inventory of all Help Desk Administrator relevant hardware and equipment assets deployed throughout the Credit Union.
• Using industry standard software, create and test all new OS images for application compatibility as the hardware and Operation Systems change and are updated by the vendors. Deploy software updates and remediate vulnerabilities as needed.
• Follow up on vendor support cases and keep end users informed of status.
• Set up and support teller cash machines at branch facilities with assistance from Help Desk Administrator IIs as needed.
• Deploy software update packages using asset management application to push to Credit Union workstations for purposes of application version consistency and remediating vulnerabilities.
• Support Help Desk Administrator II role with automated personnel management processes in Active Directory and manually handle moves/adds/changes outside automation.
• Collaborate closely with Help Desk Administrator II and Team Leader to maintain regular status updates for support and project cases, including documentation of solutions to users' problems to ensure accurate metrics and reporting measurements from Help Desk software.
• Create excellent service experiences that promote the Veridian brand.
• Contribute positively to team effort by consistently achieving established goals and expectations.
• On call availability required for system support as needed that may include nights and weekends.