IT Technical Support Engineer I

$69,280 - $92,725/Yr

University of Iowa - Clive, IA

Full-time

Clive, IA

Educational Services

About the position

The IT Technical Support Engineer I at GreenState is a vital member of the IT Service Delivery (ITSD) team, dedicated to ensuring the smooth operation of the credit union's technology environment. This role is centered around providing Level 1 and Level 2 support for various IT services, including network operations, personal computers, peripherals, telecommunications, and service desk operations. The engineer will be responsible for diagnosing and resolving technical issues, assisting staff through email and phone communications, and managing service tickets to ensure timely resolution of problems. The position requires a proactive approach to communication, as the engineer will need to keep staff informed about the status of their requests and document all troubleshooting steps taken to resolve issues. In addition to technical support, the IT Technical Support Engineer I will engage in the installation, maintenance, and repair of computer hardware, printers, software, and mobile devices. The role also involves following departmental procedures for staging, deploying, and decommissioning equipment, ensuring that all actions align with the credit union's service standards. The engineer will work closely with third-party providers when necessary and may occasionally be required to work outside of normal business hours for special projects or as part of an on-call rotation. GreenState values its employees and fosters a culture of teamwork, diversity, and inclusion. The IT department acts as a business partner, understanding the needs of the organization and enabling business units to achieve their strategic objectives through technology. The salary range for this position is competitive, and the role comes with a progressive benefits package that reflects the credit union's commitment to its employees.

Responsibilities

• Provide Level 1 and Level 2 application and hardware support to staff.
• Answer emails and phone calls related to technical issues.
• Enter and track service tickets, monitoring their completion.
• Escalate issues to engineering staff when necessary and follow up with customers upon resolution.
• Utilize the service desk platform to capture end user requests and document troubleshooting steps.
• Install, maintain, repair, upgrade, and troubleshoot computer hardware, printers, software, peripherals, and mobile devices.
• Ensure proper scheduling for phone and email support during core business hours.
• Follow departmental procedures for staging, deploying, and decommissioning equipment.
• Engage co-workers for proactive maintenance to meet service standards.
• Work with established third-party providers for assistance.
• Occasionally work outside of normal business hours for special projects and on-call rotation.

Requirements

• High school diploma or equivalent and 3+ years of related experience, or a 2-year technical degree in Computer Science, Electronics, or Computer Technology with 1+ years of related experience.
• Basic knowledge of PC software and hardware; technical aptitude; and a desire to learn.
• Ability to determine proper course of action based on pre-defined operational procedures and troubleshooting experience.
• Ability to work with highly confidential information in a discretionary manner.
• Strong analytical and problem-solving skills.
• Detail-oriented with excellent customer service and organizational skills.
• Strong verbal, written, and interpersonal communication skills.
• Effective time management skills and ability to work independently.
• Attention to detail and a high level of accuracy.
• Ability to effectively and efficiently resolve problems.
• Self-motivated with the ability to work in a fast-paced environment.
• Ability to work with and be responsible for equipment valued between $500 and $10,000.

Benefits

• Competitive salary range of $69,280.38 - $92,725.10
• Progressive benefits package