Take a leap and join our team!
At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.
Get to know us: About - Gesa Credit Union
Role Summary:
Under the general supervision of the AVP of Infrastructure and Operations, the IT Field Support Analyst provides support to credit union staff in the use of office automation products, company provided computers, on-line application systems and user-based peripherals. The position will also support end user tools that support the exchange of information and collaboration between users and department. They will ensure all systems are functioning properly, secure, maintained, and support the mission and goals of the credit union. Additional responsibilities include, but are not limited to, installation of service packs, patches, updates and or upgrades; working with vendors, departments, or end users in configuring software to meet various requirements and business needs.
What You Will Be Doing:
- Field Support services including but not limited to:
- Desktop and laptop refreshed for back-office facilities.
- Branch technology refreshes to support technology lifecycle management.
- New Branch buildouts and branch upgrades.
- Help Desk – Provide primary tier 2 support of service desk communication and tickets.
- Perform troubleshooting, maintenance, and repair of PCs, printers, peripherals, and other miscellaneous hardware. Coordinate with vendors as necessary to obtain next level support.
- Mitigate issues in a timely manner, reporting all instances to management. Setup and maintain hardware images for timely installation of client systems.
- Provide timely and efficient support of Microsoft and non-Microsoft applications to users.
- Install end-user hardware and PC software; ensure that credit union employees know how to care for and maintain their terminals, printers, and PCs and understand procedures for data backup, network access, etc.
- Ensure internal service standards, computing standards, internal controls, security initiatives, and disaster recovery plans are implemented and followed as necessary.
- Escalate and/or inform Credit Union management staff of issues pertaining to impaired performance or outages that affect delivery of services to members and/or employees.
- Coordinate with other Information Technology (IT) staff to resolve hardware, software and network problems.
- Maintain inventory of hardware and software. Ensure administrative control over the end-user hardware and software assets of the credit union.
- Work with enterprise ticketing system to ensure cases are submitted and resolved according to documented SLAs.
About You:
- Ability to organize, prioritize and manage multiple complex tasks.
- Ability to effectively communicate ideas and information, both orally and in writing.
- Strong customer service skills and good telephone manner.
- Ability to solve problems and exercise sound judgment when performing duties and working with members.
