Helpdesk Technician II

COMMUNITY CREDIT UNION of FLORIDA

Position Description

Help Desk Technician II

The primary purpose of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community,” by delivering outstanding service to both internal and external members. In addition, the Technology Helpdesk Technician is responsible for technical support of computing systems that support all phases of the Credit Union’s financial operations. This includes the core transaction processing system, and various networked, desktop and web-based applications which support teller and member services, lending, credit and debit card services, mortgage servicing and internal marketing and accounting functions. 

ESSENTIAL DUTIES

1. Responds to hardware and software support issues from employees for Microsoft Office applications (Word, Outlook, PowerPoint, Excel), phone/voicemail, printers, mobile devices, etc. Sets up and removes user accounts on systems (network, email, phone, security, etc.).

1. Resolves complex endpoint and Microsoft 365 issues and contributes to problem management and endpoint deployments. 

1. Mentors Technician I staff.

1. Acts as first-line support for all credit union employees, including the core banking system and document imaging system, as well as all other financial software packages.

1. Serves as the subject matter expert on other financial applications, including lending, mortgage servicing, marketing, and internal accounting departments.

1. Works with vendors to help resolve technical issues. 

1. Strictly adheres to credit union organizational policies and procedures, including attendance, tardiness, and chain of command (open door and problem solving) to not place undue hardship on credit union members and staff.

1. Works with senior IT staff on product issues, process improvements, automation, and testing of financial applications. Assists in the preparation of reporting documents for government and other regulatory agencies.

1. Participates in after-hours systems support activities as required. Participates in on-call rotation.

1. Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.

1. Demonstrates enthusiastic support of corporate mission, core values and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.

1. Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises and meets all established service goals.

1. Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities, and contributions of others and conveys a willingness to assist and cooperate with others for the benefit of the organization.

1. Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines. 

1. Performs other duties and works on special projects as assigned.

ENVIRONMENT AND PHYSICAL ACTIVITY

The environment for this position is an open, non-confined office-type setting that is clean and comfortable where the incumbent is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.

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 frequently required to spend time writing, typing, speaking, listening, lifting (up to 50 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling, and reaching.

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, calculator, computer terminal, personal computer, and related printers

MENTAL DEMANDS

The incumbent in this position must be able to read documents or instruments, perform detailed work and problem solve; possess excellent member contact and verbal and written communication skills; have strong math and analytical reasoning skills; and have the ability to effectively handle stress, multiple concurrent tasks, and constant interruptions.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the position satisfactorily. Individual abilities may result in some deviation from these guidelines.

• AA/AS degree from a college or technical school in information technology, or two (2) or more years of experience in an equivalent position or a combination of education and experience. 
• Maintains an intermediate level of knowledge of current desktop and server operating system technologies, troubleshooting techniques, and computer operations and hardware.
• Experience with Microsoft Active Directory. 
• Required to carry and respond to a pager for off-hours system contacts and work during non-regular business hours to perform maintenance/upgrades. 
• Excellent organization and time management skills, with the ability to problem-solve and think creatively, the ability to work with limited supervision while performing duties, and be a strong team player.\
• Exceptional oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, and speak clearly to members and employees.
• Current Florida driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities. The ability to travel, including overnight, may be necessary. 

The incumbent must be able to perform this position safely, without endangering the health or safety of the individual or others.

Management reserves the right to change this position description at any time according to business needs.