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Employment

If you are looking to become part of an energetic team in a fast-growing business, ELGA Credit Union may be the right fit for you.


Help Desk Support Technician

Position Summary

Provide maintenance of the desktop environment by analyzing requirements, resolving conflicts, installing hardware and software solutions, and supporting the internal Technology Solutions Helpdesk. Provide first response support for questions and assistance regarding all ancillary connected equipment such as cash recyclers, coin counters, etc.

Requirements

Essential Functions & Responsibilities:

 

E

30%

Primary responsibilities will be to provide help desk support and to provide service and response that leads to the end-users satisfaction. This position will be responsible for answering calls to the TS Help Desk, assisting Associates with problem resolution where possible or gathering the necessary information to open a support ticket for additional troubleshooting or problem resolution. Position responsibilities include the routing of Help Desk tickets to the appropriate TS Associate for successful resolution.

E

25%

Responsible for the administration, internal support and maintenance of the Credit Union's workstations, printers, phones and any other ancillary peripherals used in the daily processing of member transactions. This may include the imaging or re-imaging of workstations and deployment as needed to support the environment. Perform timely workstation hardware and software upgrades as directed or needed.

E

25%

Work on individual and team projects as assigned or as needed. Alternate on-call help desk support duties as needed. Assist with Infrastructure related requests. Perform other job related duties as assigned.

E

15%

Assist in the on-boarding of new Associates ensuring the correct assignment to groups in Active Directory. Assist in the administration of ELGA's e-mail system(s) and document internal processes and procedures. Maintain active server and workstation lists.

E

5%

Embrace and advocate the principles of The ELGA Way in daily job performance. Reflect ELGA's service and core values in every interaction with members and other Associates. Foster a positive image of ELGA and present a professional demeanor at all times.

 

Performance Measurements:

 

1.

To take full responsibility for your own success with no excuses.

2.

Answer calls to the TS Help Desk within 3 rings. Tier 1 software support within 10 minutes of initial call. Whenever possible and practical, perform tier 1 hardware support within 24 hours of request.

3.

Demonstrate professional leadership qualities in sharing the knowledge required to fully support our applications. Develop expertise in certified desktop technician, maintaining a high value in help desk requests resolutions and develop a standard reporting criteria for these items.

4.

Branch to Branch inventory and equipment cleaning/maintenance, develop spread sheets to show the work performed in relation to the work defined or left to be completed.

5.

Active server and workstation lists are maintained as infrastructure environment changes.

6.

Associate onboarding completed in advance of hire start date. Associate off-boarding completed as quickly as possible to ensure the safety and security of the environment.

7.

Special projects as assigned.

 

Preferred Skills

Experience

One year to three years of similar or related experience.

 

Education

BS or BA degree in computer science, business administration or related field.
Proficient in the use of MS suite of software including Visio.
CompTIA A+ and Network+ certification desirable.

 

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

 

Other Skills

Strong customer service skills and a willingness to assist others.
Must be able to effectively communicate to all levels within the organization and with all levels of technical competency.
Strong oral and written communication skills
Strong time management skills.
Strong attention to detail.
Excellent problem solving, troubleshooting and analytical skills.
Ability to think critically and comprehend and document issues and gather beneficial information to assist and expedite problem solving.

 

Please use the link below to send a Contact Us Inquiry to our HR Department. Use the "Other" option and let us know that you are interested in applying for employment.

Alternatively, you may email a cover letter and resume directly to HR-Employment@ELGACU.com.

ELGA Credit Union has been listed as a Detroit Free Press Top Place to Work in 2016, 2017, and 2018! 


If Interested:


Apply Online