Desktop Support Technician

Imagine being part of a company where your growth is valued and your journey is supported. Imagine yourself at Langley Federal Credit Union, where we're dedicated to shaping a meaningful path together. You belong at Langley.

Langley Federal Credit Union is one of the 100 largest credit unions in the United States with over $5B in assets and over 390,000 members. We are constantly growing and have recently expanded to neighboring states and other parts of Virginia.

Langley is committed to being the best place you will ever work, and it all begins with our comprehensive employee benefits package, which includes affordable medical, dental, and vision plans in addition to:

Investing in You:

• Educational Assistance, encompassing books, lab fees, registration costs, and more.
• Support for Student Loan Repayment.
• Abundant Career Growth Opportunities.

Time Off That Matters:

• Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.
• Celebrate 13 Paid Holidays, including your birthday and the day following Thanksgiving; enjoy Floating Holidays too!
• Paid Sick Time for all team members.

Financial Security:

• Highly competitive 401K plan featuring a 6% company match, with immediate vesting with a ROTH IRA option.
• Company-covered short- and long-term disability insurance.
• Complimentary Life Insurance and the choice of additional Voluntary Life Insurance.
• Flexible Health Care and Dependent Care benefits.

Job Summary:
Under direct supervision, the Desktop Support Technician supports and maintains in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, testing, and upgrading hardware and equipment while ensuring optimal performance. The Desktop Support Technician will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

Essential Functions, Duties, and Responsibilities:

• Ensures software configurations are consistent with defined standards.
• Minimizes PC equipment downtime by completing periodic preventative maintenance as directed.
• Provides Service Desk and desktop support as required. Desktop equipment includes but is not limited to computers; telephones; printers; monitors; peripherals and other devices as required. Escalates or refers issue to Senior Desktop Support Technician for assistance as appropriate.
• Coordinates as directed with outside service providers, 3rd party support, or other vendors for the repair or replacement of equipment.
• Follows all asset management requirements and policies.
• Assists with setup, installation, and general maintenance of PC hardware, software, printers, desktops, phones, and peripherals.
• Supports work order or project-related tasks, including support of local area network and branch operation activities (branch or location openings, etc.).
• Receives and responds to incoming calls, pages, and/or e-mails regarding support issues using company provided mobile devices and/or other computer equipment.
• Serves in On Call rotation and where availability is required as determined by a published schedule.
• Constructs, installs, and tests customized configurations based on various platforms and operating systems.

Qualifications:

• Technology related 2-year degree or equivalent from a college, university, or technology school.
• At least six months to one-year technology related experience.
• A+, Network+ or equivalent certifications preferred.

KNOWLEDGE, SKILLS, ABILITIES AND OTHER:

• Technical knowledge of network and PC hardware including printers and other desktop peripherals.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Knowledge of principles and processes for providing quality customer service including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Skill in performing hands-on troubleshooting of computer and other technical equipment.
• Skill in operating tools, components, and peripheral accessories.
• Skill in active listening and giving full attention to what other people are saying, taking time to understand the points being make, asking appropriate questions, and not interrupting at inappropriate times.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Skill in determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
• Skill in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Skill in considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Skill in identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
• Ability to tell when something is wrong or is likely to go wrong - not solving the problem but only recognizing there is a problem.
• Ability to conduct research into PC issues and products and required.
• Ability to apply general rules to specific problems to produce answers that make sense.
• Ability to combine pieces of information to form general rules or conclusions and find relationships among seemingly unrelated events.
• Ability to read and interpret documents such as technical, operating and maintenance instruction and procedure manuals.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Competencies:

• Service Champion - Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassadors - Demonstrates a passion for Langley's vision, encouraging diversity, equity and inclusion while considering Langley's values when making decisions and taking accountability for delivering results.
• Agile in Action - Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
• Team Driven - Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learners - Maintains an understanding of Langley's business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions, duties, and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, and stoop, kneel, crouch, or crawl. The employee must be able to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects. Occasional lifting to 20 pounds is required. Specific vision requirements for the job include close vision (at 20 inches or less), distance vision, color vision, peripheral vision, depth perceptions, and ability to adjust focus.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Occasionally, the employee will have to work around the risk of electrical shock. The noise level is typically moderate.

This job description is not designed to cover or contain a comprehensive listing of functions, duties or responsibilities that are required of the employee. Functions, duties, and responsibilities may change, or new ones may be assigned at any time with or without notice.