IT - Help Desk and Desktop - Desktop Support Engineer

1. Act as the primary point of contact for the Board of Directors, Supervisory Committee, and the Executive team.  Take ownership of the issue and drive resolution.
2. Utilizing systems analysis techniques and procedures, including consulting with users, Information Security, and other key stakeholders to determine functional specifications to create and maintain Gold Build standards for operating systems. Also work with internal and external stakeholders to test and deploy OS upgrades. Work with Systems and Security team to analyze, plan, implement and maintain hardened security standards on all IT supported hardware.
3. With minimal guidance, research solutions and actively partner with internal resources to drive process improvement.
4. Provide support for all onsite meetings involving audio and video conferencing software and hardware.  Research and implement new features and functions.
5. Create and maintain Mobile Device Management deployment, configuration and compliance polices. 
6. Create and maintain tools for automation including development of scripts such as PowerShell.
7. Create and maintain deployable software packages for applications used by Golden 1.
8. Manage patch deployment using centralized enterprise desktop management systems. Build installer packages, application, and operating system updates
9. Evaluate and improve the efficiency of process and procedures within IT Support to drive down resolution time.
10. Perform monthly review and remediation of software and hardware compliance such as Windows Updates, bit locker, Absolute, and Intune ensuring all standards are met.
11. Take ownership of more complex issues and drive resolution. Investigate root cause and implement improvements to reduce future occurrences.
12. Detect, diagnose, and resolve and/or escalate system issues arising within IT Support architecture including workstation hardware, Windows operating system, as well as commercial off the shelf and vendor applications.
13. Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, audio video devices, ATM’s, phones and other computer and networking equipment. 
14. Independently analyze and make recommendations for hardware and software standardization.
15. Mentor and support desktop support staff in their daily workload offering assistance and support for more advanced problems.
16. Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
17. Provide efficient and accurate service while meeting strict deadlines. Some work will be accomplished within a short span of time.
18. Assist in license and asset management.
19. Provide input to IT-Support Management regarding staff performance for performance evaluations.
20. Assist with managing staff schedule and attendance.
21. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position through compliance training
22. Perform other duties as assigned.

1. Effective oral and written communication skills required.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. 

1. INTERNAL:  All levels of staff and management.
2. EXTERNAL:  Board of Directors, Supervisory Committee and Vendors.

1. EDUCATION: Bachelor's Degree in Information Technology, business or related field required. Equivalent work experience may be considered in lieu of 4 year degree.
2. EXPERIENCE:
   • Seven years of experience supporting operating systems, applications, desktop, and laptops in a LAN\WAN environment.
   • Experience with Mobile Device Management.
   • Experience with deployment and various automation tools.
   • Familiarity with Windows, iOS, and Android operating systems.
   • ITIL/ITSM experience preferred.
3. KNOWLEDGE/SKILLS:
   • Advance knowledge of computer hardware, popular operation systems and mobile devices.
   • Software deployment technologies using repackaging tools or scripts
   • Must be able to handle high pressure scenarios in a timely fashion
   • Strong knowledge of operational procedures, products, and services
   • Strong knowledge of information technology equipment.
   • Strong knowledge of Windows Imaging, Scripting and Thin Client Management.
   • Ability to analyze and resolve routine to complex computer related problems.
   • Oral and written communication skills to successfully communicate diagnosis, issues and reports.
   • Strong organizational and analytical skills.

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range.  A device to enhance hearing will be provided if needed.
4. Ability to lift 50 lbs. as may be required.
5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
6. Carry and respond to a cell phone 7 days a week. Must be able to diagnose problems from home, occasionally may need to travel to site to correct problem either by car or public conveyance.

#LI-Hybrid

THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.

REV. 4/21/2026