Technical Support Representative jobs in Cheyenne, WY

Western Vista Federal Credit Union - This is an onsite position, located in Cheyenne, WY

Technical Support Specialist II

Role:

Performs a variety of routine computer operations designed to insure daily back-up of credit union records and to provide Information Technology support services to staff and clients.

Essential Functions & Responsibilities:

• Provides on-going help desk support to all Credit Union staff.
• Performs daily computer functions, such as back-ups, back-up tape verification, system monitoring, completing period end processing and printing appropriate reports. Is responsible for verification of successful run, evaluation of this process, suggestions for process improvement and testing of processes.
• Develop and write reports using SQL Server queries and reporting software.
• Install approved end user hardware and software as required. Set up, maintain and delete user logins on all applications maintained by IT. Ensure user access to IT systems is added/removed as needed.
• Monitor system processes and system processing. Responsible for ensuring all security patches and updates have been applied via Microsoft and other vendor notification. Responsible for escalation of issues to Network & System Manger or SVP of IT.
• Assure administrative control over the end-user hardware and software assets of the Credit Union through maintenance of inventories, files, logs, etc. Responsible for working with the SVP of IT and Network & Systems Manager to identify and design improvements to systems for business continuity, efficiencies, etc.

Performance Measurements:

• To maintain a solid understanding of PC's and a wide variety of hardware and software.
• Monitor equipment, event logs, and system activity and notify Network and Systems Manager of any anomalies discovered. Troubleshoot and resolve hardware and software problems in a timely manner.
• To provide resolutions to end users for IT related problems while taking schedules and deadlines into consideration.
• Maintain and monitor backups, backup archives, and replication status. Ensure backups are working as expected and test to verify they can be restored when needed.
• To install appropriate hardware or software within the specified time frames
• The Tech II position is responsible for proposing process, software or hardware improvements, or alternative solutions to the IT Network and Systems Manager or SVP of IT for those issues that cannot be resolved or could be resolved more quickly given improvements in approach.
• Work with outside vendors to troubleshoot and provide solutions for issues with 3rd party software and hardware.
• To provide error free and timely completion of daily processes, period-end processes and reports as scheduled and seek ways to improve the processes and improve processing times. Develop reports based on end user requirements.
• To maintain accurate inventories of IT related equipment.
• To provide accurate, friendly and professional service to all members, associates and WVFCU staff.

Knowledge and Skills:

Experience

• Three years to five years of similar or related experience.
• Knowledge and experience in SQL preferred.

Education

• A two-year Associates degree in IT or Computer Science or an equivalent with continuing education toward a Bachelor's degree in IT, Computer Science or an equivalent field is preferred.

Interpersonal Skills

• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

• Experience in PC usage and hardware/software support.
• Knowledge of SQL Server and Jaspersoft reporting is a plus.
• Batch and work flow programming desirable.
• Networking experience a plus.
• Ability to diagnose problems over a WAN in remote locations.
• Must be able to install, troubleshoot, and support personal computers, windows operating systems, Microsoft Office products, network and data communications software and hardware and be familiar with basic programming logic, processing concepts and terminology, and processing rigors.

Physical Requirements

• Occasionally lifting of up to 50 lbs. This position requires bending and kneeling when installing or changing out computers. Must be able to get behind server racks in limited space.

Work Environment

• This position is in a professional office environment. Business attire is expected.

Job Type: Full-time

Pay: $22.50 - $33.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• On call
• Weekends as needed

Experience:

• help desk: 2 years (Required)

Work Location: In person