Junior Systems Administrator

Description:

Our Mission:

To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.

Overview of the Role

The Junior Systems Administrator will be responsible for providing first response, reactive IT support to GPO Federal Credit Union end users via inbound helpdesk requests over the phone or email, and managing their efforts in accordance with GPO Federal Credit Union service level expectations. The first response process entails capturing all required details for an incident or service request, setting the team members’ expectations, and then triaging or resolving the request.

This position requires exceptional employee/member service and communication skills in a high-volume technical support environment. The Junior Systems Administrator should have the ability to resolve basic end-user issues, including password resets, printer issues, internet access, and hardware configurations.

The key to success for Junior Systems Administrator is to put the member, their experience and unique request for help at the forefront of their work. They need to employ a high-level of detail orientation and organizational skills to ensure that requests are categorized properly, processed efficiently, and priorities are managed.

Requirements:

Responsibilities

• Provide first response, reactive IT support to employees/members, responding professionally and with a do what-ever-it-takes attitude in all interactions
• Monitor inbound phone and ticket queues, responding within service level agreements
• Ensure all requests are properly documented, categorized, prioritized, and triaged
• Appropriately set the employee/member expectations
• Represent GPO Federal Credit Union in a professional manner

Expectations

• Bring positivity and enthusiasm to work every day.
• Be organized, detailed oriented, efficient, proficient and professional is all aspects of the position Be cognizant of deadlines and showcase the ability to meet those deadlines.
• Adapt a work ethic that is aligned with GPO’s mission and keeps our member service at the forefront.
• Hold yourself accountable for the promises you make and the actions you take. Follow up with members as promised.
• Complete training as assigned and continually search for opportunities to enhance one’s ability and knowledge.
• Effectively communicate with fellow employees and supervisors while maintaining a professional and courteous demeanor.
• Help create a positive image for GPO by playing an active role in the community.

Qualifications

• Proven proficiency gathering technical details for troubleshooting purposes
• Two-year degree relevant to position preferred
• 1-3 years of relevant work experience required
• Proven proficiency working with all Microsoft Operating Systems including latest server OS’s.
• Proven proficiency working with MS Office 365, digital meeting applications, and anti-virus programs
• Basic level understanding of IP networking including firewalls, switches, and wireless technologies.
• Basic level understanding of cloud computing, virtualization, data backup solutions, and remote monitoring and management

Professional Qualifications

• Experience providing a high-level of employee/member service in a technical support environment
• Experience managing employee/members directly over the phones or via electronic communications
• Excellent verbal and written communication skills
• Experience documenting and managing technical requests
• Demonstrated ability to multitask and deliver IT support independently as well as with a team
• Detail oriented
• Do what-ever-it-takes attitude for GPO proficiency means: You are capable and experienced, your skills can be demonstrated, and you are able to work independently.

Physical Demands

• Must be able to lift up to 50 pounds with regularity.
• Occasionally (or regularly) must be able to stoop, bend, twist, pick up items, etc.
• Must be able to speak with clarity and listen effectively on a regular basis.
• Must be able to visually assess items.

Decision Making

• To exercise sound judgement when making decisions as they relate to position duties and the credit union’s policies and procedures.

Financial Responsibilities

• To be responsible for safeguarding the credit union’s assets by ensuring that policies and procedures are followed.

Communication

• Must keep manager informed regarding key issues and respect the chain of command when issues arise.
• Must effectively communicate with other employees to ensure the flow of ideas and information.
• You are the front line for our employees and the first step in their experience with GPO Support, we get things started off right
• Providing employees with timely confirmation of the receipt of their issue, making them aware that we are “on it”
• Answering calls in a personal and professional way, ensuring the employee is aware that both them and their issue or request is vitally important to us
• Understanding that well-crafted notes and exceptional detail on tickets is the foundation for the customers issue to be handled correctly throughout its lifecycle

Equipment Used

• Must be proficient in various data processing programs.

Work Environment

• Office setting but may also travel to other locations to service equipment.
• Must promote a positive, friendly and courteous environment.