Desktop Support Specialist I

Purpose:

• To provide desktop client system support to employees of SECU
• Advise and work with management and staff to resolve technical issues surrounding client systems
• Perform maintenance on equipment used by branch and operations center staff
• Manage and maintain an inventory of client systems and devices
• Develop and maintain efficient system management procedures
• Support remote computing needs for the organizations

• Desktop Support Specialist will work under the direct supervision of the Desktop Support Team Lead
• The Desktop Support Specialist will be responsible for assistance in planning, distributing and making changes to client systems and associated peripherals

• Prepare and configure client systems for install and delivery
• Install appropriate software on systems as required
• Provide on-site and remote support to reported client system problems
• Coordinate and maintain available spare equipment at all times
• Assist with equipment moves from different areas of the organization
• Support after-hours efforts to assist users via projects or regular shifts
• Administer user settings, remote client security configurations, or specialized software needs
• Create knowledgebase documentation for the benefit of support team members
• Provide support for Audio/Video equipment located onsite
• Assist vendor in supporting imaging devices such as copiers, scanners, and printers
• Stage equipment for pickup by courier for delivery to branch and field support
• Manage vendor provided support for localized equipment
• Add model and serial number information to SECU inventory records
• Other duties that may be assigned from time to time

• Four year degree, CCUE Certification and 5 consecutive years of full time SECU service, or Associate of Arts degree via the North Carolina College Transfer program (NC-CTP) and 5 consecutive years of full time SECU service
• Excellent interpersonal, customer service and problem solving skills
• Ability to schedule workload to meet requirements
• Ability to lift equipment in excess of 50 pounds
• Ability to travel to branch locations as required
• Must adhere to the work schedule and attendance policy established by manager
• Must complete the Credit Union's Basic Module Program requirements within 24 months of hire date as a condition of employment
• Must be able to speak English fluently
• Must be able to cooperate and collaborate with co-workers
• Must be cordial in all interactions with members and co-workers

• Office setting with physical proximity to other employees
• Some background noise from other employees, copy machine, and telephone

• Must be able to comprehend and carry out verbal and written instructions
• Must be able to comprehend phone calls
• Must be able to lift 50 pounds