Rally Credit Union
PRIMARY OBJECTIVE OF POSITION
First line Service Desk support for all credit union staff. Assist staff in the operation of standard desktop equipment including computers, printers, and all connected peripherals. Assist staff with usage of all desktop software including, but not limited to, Windows operating systems, Microsoft Office applications and financial software. Assist Desktop team with remote and onsite software delivery and hardware deployment preparations. Develop any related technical documents, policies, and procedures ensuring all documentation meets compliance requirements and is properly maintained. Description
First line Service Desk support for all credit union staff. Assist staff in the operation of standard desktop equipment including computers, printers, and all connected peripherals. Assist staff with usage of all desktop software including, but not limited to, Windows operating systems, Microsoft Office applications and financial software. Assist Desktop team with remote and onsite software delivery and hardware deployment preparations. Develop any related technical documents, policies, and procedures ensuring all documentation meets compliance requirements and is properly maintained. Essential Job Functions
Service Desk Support – Provide technical support to credit union staff via ticket system, phone, email, and remote tools. Document all support requests in the ticket system and resolve issues or route to tier two support when required. Build, maintain, and share a knowledge base for common problems and troubleshooting techniques. Produce Service Desk status reports and analyze overall ticket performance and recurring issues. Assist members with IT related issues as needed. Hardware and Software Support – Diagnose phone system issues, manage digital marketing displays, and assist with client system installation and pre‑deployment preparations. Track receipt of all IT hardware delivered to office locations and verify delivery with the IT manager or owner. Perform daily Windows and core system processing as required. Develop and maintain documentation, policies, and procedures to meet compliance requirements. Provide staff training to reduce issue avoidance through knowledge transfer. Work with outside providers to address issues or questions. Maintain knowledge of managed systems and environment through self‑study and approved training. Participate in on‑call scheduling and weekly maintenance windows; Saturday hours on a rotational basis. All other duties as assigned. Relationships and Contacts
Reports to: IT Operations Assistant Manager. Frequent contact with other employees, departments, and outside vendors; some contact with members. Qualifications
High School diploma or GED. Experience
One (1) year experience in customer service. 6 months experience in customer or user support role. Working knowledge of office productivity products. Good understanding of computer hardware. Ability to diagnose and resolve basic technical issues. Excellent communication skills. Customer‑oriented attitude. Physical Requirements
Position involves wrist/hand manipulation; good visual acuity for detail work; ability to bend stoop on a regular basis; reach overhead and lift to 50 pounds. Must possess a valid Texas driver’s license, means of transportation, and be able to travel independently. Periodic after‑hours work required; Saturday hours on a rotational basis. Mental Requirements
Must perform job functions independently or with limited supervision; read and carry out written and oral instructions; speak clearly and deliver information logically; handle diverse personalities with high customer service and discretion; perform responsibilities with composure under deadlines; handle multiple priorities and maintain confidentiality. Periodic after‑hours work required. Equipment Proficiency
Microsoft Windows desktop operating system and Microsoft Office applications (Excel, Word, PowerPoint, Outlook). Strong working knowledge of Windows operating systems, Microsoft Office software, and desktop computers, tablets, smartphones, printers, calculation and copy machine.
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First line Service Desk support for all credit union staff. Assist staff in the operation of standard desktop equipment including computers, printers, and all connected peripherals. Assist staff with usage of all desktop software including, but not limited to, Windows operating systems, Microsoft Office applications and financial software. Assist Desktop team with remote and onsite software delivery and hardware deployment preparations. Develop any related technical documents, policies, and procedures ensuring all documentation meets compliance requirements and is properly maintained. Description
First line Service Desk support for all credit union staff. Assist staff in the operation of standard desktop equipment including computers, printers, and all connected peripherals. Assist staff with usage of all desktop software including, but not limited to, Windows operating systems, Microsoft Office applications and financial software. Assist Desktop team with remote and onsite software delivery and hardware deployment preparations. Develop any related technical documents, policies, and procedures ensuring all documentation meets compliance requirements and is properly maintained. Essential Job Functions
Service Desk Support – Provide technical support to credit union staff via ticket system, phone, email, and remote tools. Document all support requests in the ticket system and resolve issues or route to tier two support when required. Build, maintain, and share a knowledge base for common problems and troubleshooting techniques. Produce Service Desk status reports and analyze overall ticket performance and recurring issues. Assist members with IT related issues as needed. Hardware and Software Support – Diagnose phone system issues, manage digital marketing displays, and assist with client system installation and pre‑deployment preparations. Track receipt of all IT hardware delivered to office locations and verify delivery with the IT manager or owner. Perform daily Windows and core system processing as required. Develop and maintain documentation, policies, and procedures to meet compliance requirements. Provide staff training to reduce issue avoidance through knowledge transfer. Work with outside providers to address issues or questions. Maintain knowledge of managed systems and environment through self‑study and approved training. Participate in on‑call scheduling and weekly maintenance windows; Saturday hours on a rotational basis. All other duties as assigned. Relationships and Contacts
Reports to: IT Operations Assistant Manager. Frequent contact with other employees, departments, and outside vendors; some contact with members. Qualifications
High School diploma or GED. Experience
One (1) year experience in customer service. 6 months experience in customer or user support role. Working knowledge of office productivity products. Good understanding of computer hardware. Ability to diagnose and resolve basic technical issues. Excellent communication skills. Customer‑oriented attitude. Physical Requirements
Position involves wrist/hand manipulation; good visual acuity for detail work; ability to bend stoop on a regular basis; reach overhead and lift to 50 pounds. Must possess a valid Texas driver’s license, means of transportation, and be able to travel independently. Periodic after‑hours work required; Saturday hours on a rotational basis. Mental Requirements
Must perform job functions independently or with limited supervision; read and carry out written and oral instructions; speak clearly and deliver information logically; handle diverse personalities with high customer service and discretion; perform responsibilities with composure under deadlines; handle multiple priorities and maintain confidentiality. Periodic after‑hours work required. Equipment Proficiency
Microsoft Windows desktop operating system and Microsoft Office applications (Excel, Word, PowerPoint, Outlook). Strong working knowledge of Windows operating systems, Microsoft Office software, and desktop computers, tablets, smartphones, printers, calculation and copy machine.
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