Responsible for day-to-day operational functions of the EUC Team to include computer builds, IT equipment decommissioning & disposal and change control submissions.
Promote corporate values of member service, teamwork, commitment and performance in a professional manner.
Administration of all EUC Processes: Application Support for Windows OS and numerous 3rd party applications.
Revising and updating IT departmental procedures.
Central point for daily monitoring/processing of hardware within PFFCU.
Hands on knowledge with SCCM packages, deployments & OSD.
Work close with security team.
Support MFA.
Support ITMs & TCRs.
Play a major role in branch openings.
Support Debit Card printers.
Experience with MS Forefront/End Point protection.
Knowledge/hands on experience in Active Directory.
General knowledge of Exchange.
Taking ownership of service requests and working them through the entire process within PFFCU.
Participating in key process improvements.
When appropriate engaging outside contractors with proper technical expertise.
Working within the escalation process/procedures through all levels of support within PFFCU.
Processing daily, weekly and monthly jobs as scheduled. Paying very close attention to all the details to avoid processing errors.
Provide coordination/escalation and hands on work with internal EUC Team by answering internal staff calls and tickets covering various daily processing problems.
Assist in documenting internal support processes and procedures.
Implementing and enforcing system and data security measures.
Working closely with all teams in technology on projects of all scopes, including complex and cross-functional efforts.
Ensuring timely completion of projects and deployments.
Travel to PFFCU locations.
Other duties as assigned.
Requirements
5+ years of experience with NOC/Desktop Support (Level 2 and 3)
Bachelor’s degree in technical field preferred; IT related certifications a plus
Must possess excellent customer service skills and be able to work independently and with a team in a highly customer-focused environment
Operating System Deployment Experience
Solid understanding of Windows desktops/laptops, GPOs, Windows Printing, Virtual Machines
Basic understanding of VPN Connections, PowerShell
Must understand SLA's (Service Level Agreements) and where applicable discuss and review within the team/end user.
Excellent organization and time management skills
Ability to work under self-guided timelines and direction
Effective written and verbal communication skills
Knowledge of monitoring technologies/methods relating to IT
Strong understanding of IT Systems as well as strong technical aptitude and problem-solving skills are needed to perform this job successfully
Strong project skills required, specifically the ability to maintain focus and complete projects with multi-month timeframes
Ability to handle multiple projects at the same time
Ability to think logically and visualize abstract concepts
Ability to work under pressure
Ability to work varying hours. Sometimes includes evening and additional weekend work