Job Information
University of Iowa Community Credit Union IT Technical Support Engineer I in Clive, Iowa
Position Summary
INFORMATION TECHNOLOGY:
GreenState’s Information Technology department adheres to the corporate values and acts as a business partner who understands the needs of the business, enables business units to meet strategic objectives through technology, and provides employees and members with quality technology platforms that are always available, always relevant, and always scalable.
POSITION SUMMARY:
The IT Technical Support Engineer I is a member of the IT Service Delivery (ITSD) team, responsible for assisting in operations of the network, PC, peripheral, service desk, telecommunications, and operational processes of the credit unions environment. The SD specialist will provide Level 1 (Diagnostic) and 2 (Intermediary) application and hardware support to staff, answering emails and phone, entering, and tracking tickets, and monitoring completion. Escalates issues where necessary and works with engineering staff to determine root cause and follow up with customers upon completion.
GREENSTATE CULTURE:
At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities. Candidates being for the position will need to reside in the Des Moines, IA area.
Salary range for this position is $69,280.38 - $92,725.10 with a progressive benefit package.
Essential Duties and Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES: Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:
Adheres to the Credit Union's core values and Service Standards in carrying out GreenState's mission and vision.
Demonstrates a positive member service (internal and external) focus at all times.
Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
Ensures confidentiality of member information.
Supports a diverse and inclusive work environment.
As primarily liaison to staff, the Service Delivery Specialist utilizes the service desk platform to capture end user requests, track activities, document troubleshooting steps, and log resolution for core network and data systems, communication systems, and end user devices, escalating when necessary but tracking items to completion.
Proactively communicates the status of incidents and requests to staff and documents activities on tickets.
Installs, maintains, repairs, upgrades, and troubleshoots computer hardware, printers, software, peripherals, and mobile devices.
Ensures proper scheduling for phone and email support during core business hours.
Follows departmental procedures and checklists to stage, deploy and decommission equipment.
May conduct changes to individual systems as defined by system standards of the department.
Engages co-workers to provide proactive and ongoing maintenance to ensure service standards are always met.
Works with established 3rd party providers for assistance.
Occasionally works outside of normal business hours for special projects and as part of the on-call rotation.
Job Requirements/Expectations
JOB REQUIREMENTS:
High school diploma or equivalent and 3+ years of related experience or 2 year technical degree in Computer Science, Electronics or Computer Technology or equivalent and 1+ years of related experience.
Basic knowledge of PC software and hardware; technical aptitude; and desire to learn.
Ability to determine proper course of action based on pre-defined operational procedures and troubleshooting experience.
Ability to work with highly confidential information in a discretionary manner.
Must possess strong analytical and problem-solving skills.
Must be detail oriented with excellent customer service and organizational skills, as well as strong verbal, written, and interpersonal communication skills.
Must be an effective time manager and able to work independently.
Attention to detail and a high level of accuracy.
Ability to effectively and efficiently resolve problems.
Self-motivated with the ability to work in a fast-paced environment.
Ability to work with and be responsible for equipment valued between $500 and $10,000.
Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand
Must be bondable
Reporting Relationship
This position reports to the IT – Director Service Delivery.
Supervisory Responsibilities
This position is not responsible for the supervision of other employees.
Equal Opportunity Employment Statement
GreenState Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.#ID #LI
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ID 2024-3827
Category Information Technology
Employment Classification Exempt Full-Time