IT Help Desk I (Hybrid Remote) – Kensington, MD (Montgomery County) | Rockville, MD

financial institution by re-inventing the way we operate, particularly when it comes to enhancing the membership experience. We aim to do this by being innovative, creative and nimble in offering distinctive products and services. Position Description The Help Desk I position primarily handles phone calls and Help Desk tickets that come in from the employees of the credit union.

Position Responsibilities Customer Service - On a regular basis, this position is responsible for providing frontline support to all credit union systems over the phone and in person. Assists users by listening to issues, diagnosing system problems, recommending and implementing appropriate solutions. Keeps detailed

records of support incidents and analyzes them for trends. Follow up on outstanding requests and ensure timely resolution. Hardware and Software Installations - On a regular basis, the position coordinates the installation, upgrade, or replacement of workstation software and hardware within established timeframes.

Makes sure installations are operable and trains users as needed. Help Desk Procedures - On a regular basis, this position is responsible for writing procedures for the Help Desk. Asset management - On a regular basis, this position is responsible for managing internal assets to ensure accurate inventory records. Tracks incoming hardware purchases. Reassigns equipment as necessary.

Adds relevant information to inventory records. Arranges for replacement and/or disposal of obsolete equipment.

Overall IT Knowledge - On a regular basis, this position requires a familiarization of all aspects of IT that includes, but is not limited to; low voltage cabling plants, patch panels, power requirements, etc. Cross Training - On a periodic basis, the position will be responsible for mentoring and cross training other members of the IT staff, as well as being receptive to receiving training from other members of the IT staff or other third party vendors. Project Management - Periodically, this position will be working on small projects at the same time and will need to have strong organizational skills and the ability to multi-task.

Training - On an occasional basis, the position must attend conferences and training as required by senior management. Position Requirements High School diploma or equivalent required. Some college or comparable work experience preferred MTA, Comp Tia A+, Sec+, or other relevant certification desired 2+ years of previous IT Help Desk experience Familiar with Windows 10, Server OSs, and Office products (Word, Excel, Teams, Outlook) Basic knowledge of Microsoft Active Directory and Group Policy Objects Basic understanding of Vo IP phone systems Knowledge of Symitar's Episys and other Jack Henry products is desired Credit union or other financial experience is desired Must have a valid state issued driver's license as travel is required to support branches.

Company vehicle is provided for travel to branches. The ability to lift 50 pounds. Ability to install and move equipment to include reaching, climbing, balancing; stooping, kneeling, crouching, and/or crawling. Monday - Friday, typically with a flexible work schedule on a regular basis to include being available to work early and late hours, Saturday shifts while the branches are open as well as being on an on-call rotation schedule.

Exceptional ability to handle and prioritize multiple projects / tasks Diplomacy and tact Must have a positive / can do attitude Exceptional organizational skills Innovative thinker Exceptional verbal and written communication skills Strong analytical and problem-solving skills - ability to think " outside the box" Strong attention to detail Strong interpersonal skills The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem as necessary.

We are proud to be an EEO/AA/Minorities/Females/Disabled/Veterans employer.