Senior 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 Senior Desktop Support Technician supports and maintains in-house computer systems, desktops, and peripherals in support of the Information Technology Service Management (ITSM) program. This includes installing, diagnosing, repairing, maintaining, testing, and upgrading hardware and equipment while ensuring optimal performance.

Essential Functions, Duties, and Responsibilities:
* Serves as a subject matter expert and Tier 3 escalation point for desktop support activities.
* Serves as mentor to junior desktop support teammates.
* Monitors Service Desk queue to ensure incoming tickets are properly triaged and assigned.
* Supports work order or project-related tasks, including support of local area network and branch operation activities (branch or location openings, etc.).
* Ensures software configurations are consistent with defined standards.
* 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.
* Coordinates as directed with outside service providers for the repair or replacement of equipment covered under warranty.
* Assists Desktop Support Manager in the execution of the Information Technology Asset Management (ITAM) program.
* Proactively seeks opportunities for process improvement.
* Assists with setup, installation, and general maintenance of PC hardware, software, printers, desktops, phones, and peripherals in response to work order or project-related tasks, directly related to LFCU support of local area network and branch operation activities.
* Constructs, installs, and tests customized configurations based on various platforms and operating systems.
* Ensures creation, updating and usage of knowledge articles which include step-by-step instructions, Standard Operating Procedures, and other forms of documentation pertinent to Service Desk operations and Desktop Support.
* Serves in On Call rotation and be available as determined by published schedule.

Qualifications:
* Associate degree in an Information Technology related area with at least 3-years of experience, or at least 4-years of experience with no degree, working in a large enterprise infrastructure environment required.