IT Generalist

About the Role

Redwood Credit Union is seeking an IT Generalist for an entry-level technical position supporting the delivery of technical services within the organization. The anticipated work schedule is Monday through Friday, with occasional Saturday shifts.

Key Responsibilities

Computer Operations

• Follow department operations run books for daily operational functions and desktop environment.
• Maintain service log of information, systems error logs, and maintenance calls.
• Review and maintain systems focused on desktop performance and security, such as Anti-Virus, Patching, and Inventory.
• Document all calls and requests in the IT support ticketing system.
• Operate daily and monthly operations checklists to maintain the security and completion of tasks through auditing.
• Complete add, move and/or user change requests in the network and core systems.
• Provide help-desk phone support to team members of the Redwood Group.
• Distribute reports to management.
• Notify management of work affecting incidents in a timely manner.
• Document all new, updated, or undocumented processes in department Wiki.
• Perform duties from Digital Records, Infrastructure, Networking, Data, and Programming teams as assigned.

Technical Support

• Provide end-user support and troubleshooting of computer and printer problems.
• Respond to incidents and support requests per incident management procedures.
• Provide Member support for research and retrieval of documents and information.
• Provide help-desk support on computer systems by assisting end-users with software/hardware problems and inquiries.
• Provide exceptional service to all Members, volunteers, internal team members, and service providers.
• Keep inventory of supplies and licensing, document and provide management with requests for new purchases.
• Contact vendors to schedule repair and maintenance work on system hardware and order additional hardware, parts, and supplies.
• Support tablet and mobile devices through RCU’s mobile device management solution.
• Uphold established department service standards.

User Creation & Security

• Create, delete, and modify all existing and new users daily for Symitar and Windows.
• Maintain log of user IDs including deletions, additions, and changes.
• Setup and maintain user security for the Redwood Group.
• Support computer patch distribution and software updates.

Other Functions

• Organize data room and surrounding areas to ensure OSHA standards.
• Maintain technical proficiencies to support current and planned hardware and software computing needs.

Requirements & Tech Stack

• Ability to travel between branch offices as needed.
• Ability to lift up to 50 pounds.
• Ability to use a computer keyboard and calculator.
• Work environment is indoors.

Qualifications

• Knowledge, Skills and Abilities:
• Intermediate skill in the operation of a PC with Intranet/Internet access and word processing, spreadsheet, presentation, and information systems software.
• Ability to troubleshoot computer related problems.
• Ability to interact and communicate with outside vendors.
• Ability to communicate effectively both verbally and in writing.
• Ability to work in a fast-paced environment.
• Ability to employ problem solving techniques while being detailed oriented.
• Ability to establish and maintain an effective working relationship with a diverse group of people.
• Ability to work a rotating schedule, which will include working on rotating nights and weekends as assigned.
• The ideal candidate has a combination of education and experience equivalent to an associate degree.
• Credit Union experience or experience in a closely related field is a plus.