Help Desk Manager

Job ID: 1839 Posted: Posted 5 months ago

Manufacturing

Certification

IT

Experienced (Non-Manager)

Contract

Road Warrior

Day

Oak Ridge, Tennessee

Contract

$45000 - $60000

Job Details

DEPARTMENT: Information Technology (IT)                                                                                               DATE PREPARED: 2014
1.     MINIMUM QUALIFICATIONS:  Certification or AA in a computer field or equivalent combination of training and experience in a computer related field
This position is a responsible full-time position which receives direction from the Information System Supervisor.  May require flexible work schedules including early morning, weekend, and evening hours. Overtime may be required with little or no notice. The employee filling this position must be able to perform the below-listed tasks with minimal supervision. This position is the first line of support as a help desk for users, daily IT operations.
Essential Functions:
1.       Respond to work orders to solve routine software, hardware, and procedure problems
2.       Install software updates and patches
3.       Maintain a wide range of computer hardware
4.       Setup and deploy new hardware
5.       Printer administration including deployment, troubleshooting and maintenance
6.       Perform preventative maintenance on equipment
7.       Assist users in resolving problems through diagnosis and discussion
8.       Assist in troubleshooting Check 21 files
9.       Reset, clean, maintain, and troubleshoot network scanners and other scanning hardware
10.    Create, print, and distribute member mailers to appropriate departments
11.    Create, print, and distribute member loan coupons to the loan department
12.    Assist in troubleshooting system hardware and software as well as assisting staff in using the computer system
13.    Assist IT Staff during system upgrades
14.    Assist in Telephone System Administration tasks
15.    Log calls and email requests for  problem reporting related to network, printing, and PC issues.
16.    Coordinate with other IT personnel to solve issues related to hardware and software
17.    Attend training and continue to develop IT skills
18.    IT Help Desk for user support.
19.    Assist in maintaining IT business continuity measures, maintain IT security, data protection and fraud mitigation practices
20.    Perform any other duties as required for the smooth and efficient operation of the Credit Union.
Knowledge Skills and Abilities
1.     Certification or AA in a computer field or equivalent combination of training and experience in a computer related field
2.     Must have and maintain a valid Tennessee driver’s license
3.     Microsoft environment
4.     Work well in a team environment
5.     Physically fit and able to lift IT equipment, crawl under desks to access cabling, etc.
6.     Knowledge of basic mathematics and grammar.
7.     Ability to communicate effectively with computer users
8.     Ability to comprehend and complete various IT forms.
9.     Conscientious
10.   Ability to work in a team oriented workplace.
11.   Knowledge of Information Technology policies and procedures that are standard practices
12.   Operate a wide variety of computer hardware and software as well as standard office equipment and quickly learn the use of new technologies and applications
13.   Basic business data processing principals, computer operations processing and procedures, the use of a personal computer, and printer operations and related equipment
14.   Basic computer applications and operating systems
15.   Knowledge of Electronic Content Management software (OnBase a plus)
16.   Knowledge of Microsoft Windows, Microsoft Office Suite of Products
17.   Knowledge of basic IT security and fraud protection
18.   Knowledge of basic IT business continuity and disaster recovery
Mental/Cognitive Demands
Work is performed in an office setting with frequent interruptions, multiple priorities, deadlines, inquires, and peak workloads.
Physical Demands
Work requires extended periods of sitting and of keyboarding, reaching, stooping, pushing, pulling, manual dexterity, clear speech, visual and hearing acuity, and lifting and transporting weight of 60 pounds or less.
 

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