Help Desk Technician

Position Summary:

The Help Desk Technician provides technical support to credit union staff, ensuring prompt and effective resolution of IT-related issues. This role involves troubleshooting hardware and software problems, assisting with banking technology, and maintaining efficient operations of the credit union's IT systems.

Duties and Responsibilities:

• Provide technical support and assistance to end-users via phone, email, chat, or in-person.
• Troubleshoot hardware, software, and network issues and provide timely resolution.
• Maintain detailed records of all support requests, resolutions, and follow-ups using the ticketing system.
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
• Assist with user account management, including password resets, access permissions, and account provisioning.
• Collaborate with other teams to escalate and resolve complex issues.
• Provide user training and guidance to staff on IT systems and banking technologies.
• Maintain knowledge base articles and documentation for common issues and solutions.
• Stay updated on emerging technologies and best practices in IT support.
• Exercises independent judgment, initiative, and attention to detail as well as the ability to function well in a rapidly changing environment with little direct supervision.
• Champions and embodies company values of Kindness, Trust, Excellence, Respect, and Stewardship.
• Executes company strategies, policies, procedures, and projects to achieve organization goals and requirements.

Qualifications

Skills/Qualifications

• One year of hands-on experience with the following is necessary:
• Technical proficiency in Windows operating systems.
• Knowledge of Microsoft Office Suite and other common business applications.
• Basic understanding of TCP/IP networking and troubleshooting principles.
• Familiarity with Active Directory, Exchange, and other enterprise systems.
• Able to lift 50lbs and is comfortable sitting or standing for long periods if necessary.
• Fiserv and banking experience strongly preferred but not required.
• Industry certifications are preferred (i.e. CompTIA A+, N+, etc.).
• Excellent ability to multitask, prioritize, and report.
• Reliable transportation and a valid license are mandatory as there will be occasional travel to remote properties to provide support.

This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.

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