IT Desktop Support Specialist

Mid American Credit Union is hiring an IT Desktop Support Specialist to join the Information Systems Team in Wichita, KS (onsite). In this role, you’ll help keep staff and members supported with timely, accurate, and professional technology issue resolution, while also supporting the systems and compliance behind day-to-day operations. The position is not remote or hybrid and offers an hourly salary of USD 19/hour.

What you’ll do

• Respond to user assistance requests in a timely, accurate, and professional manner, working toward first contact resolution.
• Log every request in the ticketing system and support teammates with open tickets as needed.
• Maintain strong relationships with 3rd party vendors, escalating and engaging them when a timely resolution depends on outside support.
• Monitor service tickets for trends that require escalation.
• Oversee routine scheduled activity to ensure tasks complete within defined timelines, including collaborating with impacted staff if a job failure occurs.
• Ensure users receive communication regarding pending changes.
• Manage desktop replacement deployments, including ancillary equipment such as signature pads, receipt printers, id scanners, printers, phones, and security systems.
• Stage and test new desktops and related equipment to minimize end-user disruption.
• Maintain a 2-year replacement forecast, reviewed quarterly.
• Keep PC/Server licensing current to maintain compliance with licensing terms.
• Assist with deployment of MACU approved systems and software.
• Serve as Admin for assigned systems, maintaining integrity and completing standard upgrades and maintenance activities.
• Recommend improvements to enhance systems across the organization.
• Support ancillary systems by building familiarity and seeking vendor guidance as needed.
• Ensure workstations and servers receive appropriate security programs and patches, with records maintained for updates and service renewals.
• Manage user profiles per Mid American standards, ensuring appropriate access levels and deleting profiles of former employees.
• Monitor internet usage logs and email filters, reporting concerns to management.
• Administer staff cyber-security training programs.
• Follow current IT policies and procedures as part of routine work.
• Maintain IS change management records and keep IS disaster recovery manuals up to date.
• Support network infrastructure maintenance, monitoring, and reporting to reduce unscheduled downtime or preventable processing errors.
• Troubleshoot data communication systems, telecommunication systems, server performance, backup processes, VPN monitoring, internet usage monitoring, email filtering, and related areas.

What you’ll bring

• 2+ years of experience in technology support.
• Education: a two-year college degree or completion of a specialized course of study at a business or trade school.
• Ability to quickly identify technology issues, determine root causes, and implement effective fixes for complex and abstract problems.
• Strong verbal and written communication skills, including the ability to share complete information clearly with a wide variety of audiences.
• High integrity and trustworthiness, with the ability to maintain confidentiality of information and job-related data.
• Ability to understand and apply credit union policies and procedures, including World Class Service Standards.
• Physical ability to lift and transport moderately heavy objects (up to 50 lbs) such as computers.
• Ability to climb and crawl for cable inspection in floors and ceilings.
• Ability to prioritize multiple tasks and adapt to changing priorities.
• Availability to work nights and weekends as needed, plus occasional overnight or out of town travel.
• Experience working with PC’s, networking, VOIP, and Network Virtualization is included in the scope.
• Judgment: sound decisions, clear reasoning, and appropriate inclusion of others in decision-making.
• Knows when to seek supervisor input and/or approval.
• Quality and accuracy, with a focus on improving processes and monitoring own work.
• Consistent attendance and punctuality, including ensuring responsibilities are covered when absent.

Tools you’ll work with

• Ticketing system
• PC’s
• Networking
• VOIP
• Network Virtualization
• VPN monitoring
• Email filtering

Benefits

• Paid vacation time, personal leave, and paid holidays
• Medical with HSA and FSA options
• Dental
• Vision
• 401(k) with a generous company match
• Tuition Reimbursement Program

Culture and expectations

• Commit to being part of the Mid American team, with dedication to learning and growth.
• Maintain a positive attitude and strong people skills with coworkers and members.
• Collaborate with a team while also working independently as needed.
• Embrace change and contribute new ideas that assist members.
• Practice financial responsibility and professionalism.

What you’ll love about Mid American

• A Company that Cares
• Work that Stays at Work
• Rest and Relaxation
• Health Benefits
• Prepare for the Future
• Invest in YOU