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Position Summary:

The Help Desk Support Engineer II role will be making a difference in our members’ lives through technical support for hardware and software. Under the direction of IT Management, the Help Desk Support Engineer II provides primary support as well as first tier of escalation support for all Team Members and Credit Union branches, providing remote and in-person technical assistance for hardware and software. Assists in activities related to the operations and maintenance of the environment. They will be responsible for daily troubleshooting and issue resolution, software updates, help desk ticket maintenance and creating/maintaining technical documentation. Requires effective interpersonal skills due to frequent interaction with users, and strong written and verbal communication skills.

Essential Duties and Responsibilities

• Provides phone/ticket support to address Team Member computer issues in a timely manner and escalates as necessary.

• Completes daily, weekly, and monthly tasks as scheduled, including rotating shifts and weekends.

• Visits branch locations when in-person support is necessary.

• Performs monthly visits to assigned branches to isolate and correct Team Member equipment issues.

• Assist with all Team Member adds, moves, and changes in systems.

• Determines whether a problem is caused by hardware such as NIC, printers, cables, etc.

• Identifies, assesses, and prioritizes service requests via ticketing system, email, chat or phone.

• Updates and completes services requests within prescribed SLA metrics.

• In the event of downtime, ensures that Team Members are off the system and using downtime forms.

• Provides rapid recovery from system issues and outages.

• Assist in IT projects as directed.

• Responsible for all information concerning the Bank Secrecy Act including:

  • Reporting all suspicious activity to the BSA Officer.

  • Attending required annual BSA training.

• Performs other duties as assigned.

Qualifications and Experience:

• High School Diploma required

• Technical Degree, Certification, or one year of Help Desk (preferred)

• One to three years’ work experience

• Technical knowledge of current network hardware, PC operating systems, protocols and standards

• Some experience working with Mac OS (non-IOS) products in an Enterprise environment (preferred)

• Excellent troubleshooting skills

• Excellent written and verbal communication skills

• High degree of organization, ability to multi-task and meet deadlines

• Willingness and ability to exhibit Wellby Core Values every day

Job Requirements:

• Must have a valid driver's license.

• Must be able to stand or sit for prolonged periods.

• Must be able to remain in a stationary position 50% of the time.

• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

• The person in this position must travel to remote branch locations on a weekly basis.

• Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

• The ability to observe details at close range (within a few feet of the observer).

• Must be able to occasionally lift items weighing up to 25 pounds across office and load onto shelves for various needs.

For All Candidates:

This is a Full-Time, Hourly role.

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, click here for English / Spanish .

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation, please email careers@wellbyfinancial.com or call 800-940-0708 for assistance.

Disclaimer

The statements herein are intended to describe the general nature and level of work being performed by team members and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.