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com/PurdueFCU/PurdueExternalPortalpurduefedcareerssilkroadcom
The Infrastructure Intern role is to help aspiring IT professionals gain experience and knowledge in the fields of Service Desk, Networking, Storage Administration, Application deployment and management.
This position would ensure proper computer, telephone, printer, and software operations so that end users can accomplish business tasks.
This includes receiving, prioritizing, documenting, and actively resolving end user help requests.
Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
*Employees are expected to adhere to all rules and regulations applicable to this position, including but not limited to all policies and procedures pertaining to the Bank Secrecy Act.
Duties and Responsibilities (Essential Functions):
Manage daily tasks assigned by IT Infrastructure Manager.
· Identify and learn appropriate software and hardware used and supported by the Credit Union.
· Field incoming help requests from end users via Help Desk software, e-mail, and telephone in a courteous manner.
· Assist in the triage of all incoming requests through the Help Desk and apply first attempt troubleshooting steps (escalate trouble tickets when required)
· Install all desktop equipment and peripherals, including printers.
· Maintain asset inventory - Record, track, and document all desktop peripherals, lifecycle, manufacturer, model, and serial number.
· Schedule support sessions for all internal users requiring additional assistance with appropriate team members.
· Escalate Business continuity issues to proper channels.
· Document all pertinent end user identification information, including name, contact information, and nature of problem or issue and preferred method of support.
· Build rapport and elicit problem details from help desk customers.
· Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
· Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution.
· Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
· Perform routine system health checks.
· Recommend appropriate training classes for end users to Corporate Training Services Department.
Prepare all equipment for salvage disposal.
Required Skills
Knowledge, Skill, and Ability Requirements:
· Experience
IT tract with classes relating to the following
Computer Science
Networking
Technical Management
End User Support
· Knowledge/Skills/Abilities
o CompTIA A+
o CompTIA Net+
o Multitasking Knowledge of Skype for Business/WebEx preferred
o Knowledge of imaging techniques and remote software deployment.
(Preferably SCCM)
o Knowledge of software development lifecycles and release processes
o Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors and company contacts
o Ability to follow the core values of honesty, integrity, mutual respect, pride and ownership
Knowledge of Skype for Business/WebEx preferred
Purdue Federal Credit Union is an Equal Opportunity Employer/Veterans/Disabled
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