Systems Technician

First Financial Federal Credit Union Job Description Job Title: Systems Technician Department: Information Technology Reports To: Information Technology Supervisor Salary Grade(s): 7, 8, 9 EEO-1 Job Class: 2 - Professionals FLSA Status: Non-exempt Full-time Part-time Temporary Location: 72 Loveton Circle Sparks, MD 21152 ***In office position with the opportunity to work a hybrid schedule after a probationary period.
Function: Ensure proper computer operation so that end users can accomplish business tasks and provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment.
This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level agreement (SLA) expectations.
Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Position Requirements: GENERAL: On-call response to resolve unexpected system issues affecting customer services Occasional local travel to support branch technology operations Occasional travel for technical conferences EXPERIENCE: Demonstrated work-related experience may be considered instead of education requirements EDUCATION: High school diploma or GED equivalent.
Preferred: Bachelor’s degree in Computer Science or related field Ability to obtain and maintain job-related certifications if no job-related advanced degree Meet or exceed continuing professional education (CPE) requirements Duties: System Technician I Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues, adhering to assigned service level agreements (SLAs) Build rapport and elicit problem details from service desk customers Utilize effective interpersonal and communication skills with customers Prioritize incidents and service requests according to defined processes to meet defined SLAs Escalate incidents with accurate documentation to suitable technician, when required Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution Use remote tools and diagnostic utilities to aid in troubleshooting Experience in troubleshooting client connectivity problems Research solutions through internal and external knowledgebase as needed Identify and learn appropriate software and hardware used and supported by the organization Image and configure end user devices such as desktops and laptops Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined Install business software and ensure applications are updated when required Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals Test fixes to ensure an incident has been adequately resolved Provide suggestions for continual improvement Attend seminars and training to gain an understanding and support technology solutions System Technician II, III Perform duties of tier I position Act as an escalation point for advanced or difficult help requests instead of escalating to the Systems Administrator and/or Network Administrator Escalate incidents with accurate documentation to suitable technician or vendor, when required Perform post-resolution follow-ups with involved technicians and/or customers Develop help sheets and FAQ lists for end users Contribute to technician knowledgebase and training as needed Develop, update, and maintain accurate help desk documentation to include employee onboarding/offboarding procedures Intermediate skills in managing Active Directory Users and Computers Basic to intermediate PowerShell scripting skills Extensive experience with installation and maintenance of computer hardware and software Adhere to regulations and organizational policies, maintaining awareness and knowledge required to perform duties of the position, including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security Equal Opportunity Employment First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff.
All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status, or any other factor protected by law.