Senior Helpdesk Engineer

Volunteer Corporate Credit Union; Nashville (TN); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Sign-on bonus ($1,000)

Generous time off

Health benefits

Job summary

Volunteer Corporate Credit Union in Nashville, TN is seeking a Senior Helpdesk Engineer to provide in-person and remote support for hardware, software and IT resources. You will troubleshoot issues, image and deploy systems, and assist with onboarding and offboarding while participating in on-call rotations to maintain service availability.

You will collaborate with senior engineers on documentation, DR playbooks, and procedural improvements, applying strong communication and customer-service

Qualifications

• Bachelor's degree or 5+ years directly related experience.
• Technical certifications for Microsoft products, network, or related technology.

Responsibilities

• Provide end-user technical support for new requests and ensure full resolution.
• Initial troubleshooting and research of tickets via phone, ticketing system, or email.
• Assist with equipment ordering, imaging, setup, and user onboarding/offboarding.
• Rotational on-call support for VolCorp systems and after-hours maintenance.
• Escalate issues with detailed problem definitions and engage team as needed.
• Work with engineers to write and revise documentation and procedures.
• Assist with disaster recovery playbooks and DR testing.

Skills

End-user support

Troubleshooting

Imaging & deployment

On-call rotation

Documentation

DR/disaster recovery

Customer service

Communication

Education

Bachelor's degree in computer technology or related field

5+ years equivalent experience

Tools

Microsoft Windows OS

Ticketing systems

Cloud-based voice system

Job description

Volunteer Corporate Credit Union

Established in 1981, VolCorp is a not-for-profit financial cooperative based in Nashville, TN serving over 330 natural person credit unions nationwide. VolCorp's mission is to serve as the primary financial partner for credit unions by providing superior products, services, and support. For more information about VolCorp, please visit www.volcorp.org.

We are currently recruiting for a Senior Helpdesk Engineer.

Hybrid & Remote Work Environments:

Option available based on position and the location of incumbent.

*Generous time off- VolCorp offers a generous allotment of pro-rated vacation, discretionary and sick time to any part time employee who will work an average of 24 or more hours in a week. In addition, we follow the Federal Reserve guidelines with 11 holidays per year.

*Culture- We pride ourselves on striving to maintain and achieve a culture that lives and breathes our operating principles daily. Those principles include Accountability, Vision, Trustworthiness, and Unity while remaining Results Focused. Our culture is reflected in our average length of service which is currently running at 14 years. We strive to do it right!

*Benefits- Medical, Dental, Life, Disability, Vision, Health Reimbursement Accounts, Health Savings Account, Flexible Spending Accounts are all part of the Benefit Package for any part time employee who averages 24 or more hours per week.

*Retirement Plans- Once you enter our retirement plans the company will make a 3% contribution to your 401K plan and a 7% contribution to a Retirement Savings Fund Plan which is a combined total contribution of 10%. The contribution takes place even if you choose to not personally contribute. Should you choose to contribute you have contribution platforms such as Roth or tax deferred investment options. This option is available for any employee who completes 1,000 + hours in a 12 month period.

*Community Giving- VolCorp is paired with a local charitable organization where we "give back" to the community. Paid time off provided to work with the organization and fundraisers held yearly for their benefit.

*Sign on bonus- $1,000 sign on bonus after completion of 60 days

POSITION SUMMARY

Provides in-person and remote technical assistance to end-users and customers who are using a variety of hardware, software, and other resources through troubleshooting and diagnosing issues, providing assistance with various IT related tasks, and performing installation and maintenance of computer systems.

PRIMARY RESPONSIBILITIES

• Provide end-user technical support for new support requests and follows up with customer satisfaction surveys to ensure full resolution of issues.
• Perform initial troubleshooting and research of support requests submitted via phone, ticketing system, or email.
• Assist with equipment ordering, imaging, and setup; as well as providing documentation for equipment and user onboarding and offboarding.
• Responsible for rotational on-call support for VolCorp systems and related Occasional after-hours maintenance window participation.
• Manage issues requiring escalation to higher-level engineers and engage with other team members and end-users as necessary. Provides necessary items for escalation, including detailed problem definition, scope, and troubleshooting.
• Work with higher-level engineers to write, edit, and revise documentation, procedures, processes, and problem resolutions.
• Work with higher-level engineers to gain familiarity with systems and applications to provide assistance to the rest of the IT team where needed to execute DR playbook tasks in a disaster recovery scenario.
• Install and relocate VolCorp Network equipment, personal computers and related equipment. Maintaining a complete list of all computer equipment, serial numbers and physical location of equipment.
• Test, schedule, and validate security and software updates.
• Responsible for coordinating and providing documentation and procedures for disaster testing.

RELATED DUTIES

• Participate in departmental cross-training.
• Occasionally evaluate new software and hardware.
• Gathering requested IT data for examinations and audits.
• User management on cloud-based voice system.
• Prepare and update documentation of departmental procedures.
• Perform other related duties and special projects as requested.
• Adhere to company and governmental policies and regulations, including those related to Equal Employment Opportunity and Affimative Action Plan compliance.

PREFERRED EDUCATION AND EXPERIENCE:

• Bachelor's degree in computer technology or related area or a minimum of 5 years equivalent years of directly related experience.
• Technical certifications for Microsoft products, network, or related technology

SKILLS, KNOWLEDGE AND ABILITIES:

• Technical knowledge of personal computers and Local Area Networks
• Technical knowledge of virtual servers and virtual desktops
• Extensive knowledge of Microsoft Windows Operating Systems
• Familiar with related electronic data processing systems and financial software applications
• Technical knowledge of system back-up procedures
• Knowledge of hardware and software system modification/fix techniques
• Ability to interact effectively with all user levels, internal and external, via telephone or onsite.
• Ability to troubleshoot problems and effectively resolve user questions
• Effective interpersonal, written and verbal communication skills
• Must be detail oriented and self-motivated

PHYSICAL DEMANDS:

• No unusual physical demands
• Occasional lifting/pushing equipment installation/furniture

VEVRAA Federal Contractor; Equal Opportunity Employer, including disability and veteran

Must be able to pass a credit, criminal, and employment background check.