Desktop Support Technician I, II, III

Reports To: Desktop Support Supervisor

Primary Functions: Provide quality day to day technical desktop hardware support to end users in a manner that supports the organization's Mission Statement to provide service, value and convenience to its members. Operate in a fashion that supports the IM operations supporting mission to exercise a leadership role in maintaining, operating, and providing Information Technology Service Management for the credit union and its subsidiary operations.

Duties and Responsibilities:

1. Configure, install, maintain and troubleshoot end user hardware such as: desktop computers, laptops, printers/scanners, phones, monitors, and peripheral equipment.
2. Analyze, diagnose and implement corrective solutions for end user hardware issues, using standard diagnostic and troubleshooting principles, theories, concepts, and techniques with normal supervision.
3. Develop working technical knowledge of current operating systems, software, hardware and standards to include Windows 7 and later, and Office 2007 and later. Operational knowledge of current Mac OS desirable.
4. Participate in maintenance activities ensuring health and stability of end user infrastructure equipment.
5. Meet or exceed department KPIs for defined department tasks.
6. Maintain consistent communication with end users and management regarding user issues, work orders, and projects.
7. Proactively help customers, assist team members, resolve incidents, and improve service delivery to the end user.
8. Make effective use of available tool sets and systems including incident and work order management systems, SCCM, and Microsoft product suites.
9. Perform other duties as assigned.

Education: A+ Certification Preferred

Creditable Experience in Lieu of Education: Minimum of six months prior desktop support/technical experience preferred.

Experience/Skills: Minimum six months customer service skills strongly preferred. Must be positive, adaptable, and a team player. Excellent verbal, written, and interpersonal skills. Self-motivated, organized, and detail oriented. Familiarity with DevOps/Agile process for task flow completion a plus. Must be able to develop and maintain a high level of understanding of department processes, user policies and effective troubleshooting. Must be able to lift, carry, or otherwise move and position objects up to 50 lbs. Position placement/advancement requires management recommendation and will be based on the candidate's qualifications and/or performance.

Tenure: Not applicable

Salary Pay Range:

• Desktop Support Technician I (Category 11): $52,258 - $81,523 annually
• Desktop Support Technician II (Category 10): $57,484 - $90,825 annually
• Desktop Support Technician III (Category 09): $63,233 - $101,804 annually
• Senior Desktop Support Technician (Category 08): $72,717 - $119,983 annually

Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above.

In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range.

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
• Click here to view Global’s comprehensive Benefits Programs

Equal Opportunity Employer