Service Desk Technician II

At Blue, we discover pathways to realize your possibilities! Our Service Desk Technician II supports Blue Federal Credit Union (Blue FCU) employees as Information Technology (IT) support and serves as the primary incident response technician for all service desk tickets. Provides advanced troubleshooting and problem resolution as received or through Service Desk ticket escalation. Assists end users in advanced troubleshooting with computer systems, hardware, applications, peripherals, and network connectivity. Service Desk Technician II employees are expected to have and maintain up-to-date knowledge on desktop operating systems, peripherals, and components as well as third-party applications used for day-to-day operations. Serves as the escalation contact for application, hardware, peripheral, and network issues within the service desk and escalates tickets to Service Desk Technician III, Systems, Network/Security, or Service Desk Supervisor as necessary.

Major Duties and Responsibilities

• Respond to and troubleshoot incident/support tickets and assist end users by providing basic troubleshooting steps such as rebooting computers, checking connections and devices, walking through self-service password reset, etc. while maintaining established Service Level Agreements and supporting Blue’s mission for excellent culture and service.
• Enforce asset management policies, including maintenance of computer and peripheral inventories.
• Administers Active Directory users, computers, groups, etc. for both on-premises and cloud hosted domains and administers Microsoft 365, to include general account support, maintenance, creation, and provisioning.
• Images computers and performs or assists with deployment.
• Travel to various branches to support end users and systems, including periodic health checks.
• Employs basic automation functions, such as Power Automate and scripting.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Experience

2-5 years' experience in a similar Service Desk role Familiar with IT concepts: ITIL, Hardware, Desktop Operating Systems, Active Directory, Microsoft 365

Education/Certifications/Licenses

A high school degree or GED is required. Higher education in an IT related field or a CompTIA A+ certification is preferred.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required Communications involve motivating, influencing, educating and /or advising others on matters of significance.

Other Skills

Proficiency to multi-task several items at once.

FULL TIME POSITION

Starting Range: $22.33 - $25.02

Full Range: $21.52 - $32.29

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform complex mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

For more information about being a Blue employee please check out these links for a glimpse at the culture and opportunities we strive to provide for our employees:

Employee Benefits

Culture BluePrint

Working at Blue Video

At Blue Federal Credit Union, we don’t just accept difference – we celebrate it! We are committed to providing an inclusive and welcoming environment for all our staff and members. Blue FCU is proud to be an equal opportunity workplace. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex (including pregnancy), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. All employment decisions are made based on qualifications, merit, and business need.