The incumbent in this position is responsible for providing level II support to help desk personnel and over 300 plus end users via phone, email, or in person for PC software and hardware related problems. Analyze business needs and support network solutions on all platforms via LAN/WAN architecture. Resources to do the job require reliance on technical knowledge of network applications, MS Windows Active Directory, Windows operating systems and credit union policy. Strong skills in Windows XP and Windows 7 operating systems and an understanding of Windows 2003/2008 Active Directory Domain structure is a must. Must have experience with PC and application deployment strategies, including creating PC images and application deployment packages. General supervision is received from the Manager of Information Systems and Technical Support.
Customer Service: Documents solutions for end users and communicates these to the level one help desk personnel and end users. Develop PC images and application deployment packages. Create strategy to efficiently deploy new PC and applications to end users. Documents the current hardware and software systems and keeps the documentation up to date. Handles new hardware adds/removes on an ongoing basis. Install, support and maintain network printers and peripherals. Create templates, and deploy Single-Sign-On agents for all applications to end users.
Assists in maintaining virus protection software on all workstation devices and see that updates are being pushed. Ensures Microsoft critical updates are maintained on all client devices. Provides assistance with remote connectivity via VPN and Citrix. Configures and supports FTP transfers for all credit union processes. Communicates well to the Systems Engineering and Network/Security groups on 3rd level support. Troubleshoot network problems and makes repairs where necessary. Identifies and resolves problems in a systematic and timely manner. Understands and works with Windows Terminal Server, Citrix Metaframe.
Completion of a Bachelor’s degree in Computer Science and minimum two years of help desk analyst experience working with customers on the phone, email, or in-person; or an equivalent combination of training and experience. Hands-on experience working with network applications: MS Windows 2003 – XP, Windows 7, MS Office 2003 – 2010 software. Working knowledge of servers, protocols, databases, Citrix, and other network principles. Excellent customer service practices, procedures, verbal and written communication skills. Strong analytical and problem-solving skills. Ability to work independently and travel when needed. Willing to work flexible hours.