Description

General Summary

The IT Help Desk Technician provides entry-level technical support to employees and assists with routine IT tasks to ensure day-to-day operations run smoothly. This role focuses on responding to help desk requests, supporting end-user hardware and software, assisting with workstation setups, and performing basic tasks under established procedures and guidance from senior IT staff.

The IT Help Desk Technician works collaboratively with IT leadership and team members to support the Credit Union’s technology environment while maintaining compliance with Credit Union policies, procedures, and regulatory requirements.

Essential Functions
Technical Support & Help Desk. Serve as the first point of contact for basic IT-related issues.

• Monitor, troubleshoot, and resolve basic IT support tickets; escalate more complex issues as needed.
• Provide deskside and remote assistance for PCs, printers, mobile devices, and common software applications.
• Support Microsoft 365 applications, including password resets, MFA setup, and basic access issues.
• Assist in the setup, configuration, and deployment of new workstations and peripherals.
• Perform routine updates, patches, and maintenance tasks using established tools and procedures.
• Assist with installation and verification of approved software and endpoint security tools.
• Maintain accurate hardware and software inventory records and assist with asset tracking.
• Support data integrity by following backup verification procedures and reporting issues to senior staff.
• Assist with preparing documentation, checklists, and materials for audits and routine reviews.
• Follow change management procedures for scheduled updates and tasks.
• Collaborate with IT staff and other departments to resolve issues effectively.
• Participate in IT-related projects as assigned, providing support as directed.
• Adhere to internal IT policies, procedures, and security best practices.
• Maintain documentation for troubleshooting steps and common end-user issues.
• Provide clear and professional communication when assisting employees.
• Keep IT staff informed of recurring issues or trends.
• May assist with after-hours support for routine issues or scheduled maintenance when needed.
• Employees are responsible for complying with the Credit Union’s information security policies, including safeguarding member information and reporting suspected incidents.
• Participate in cross-training and professional development opportunities.
• Perform other duties as assigned to support organizational and departmental goals.
• Work with external vendors as needed to troubleshoot and resolve technical issues.
• May also assist with non-IT operational projects such as records management, storage organization, and maintaining destruction certificates.
• Deliver exceptional customer service by responding quickly and professionally.
• Participate in DR testing, maintenance, and coverage during staff absences or rotations.
• Engage in ongoing training to stay current with evolving technologies and applications.

Requirements

Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the qualifications required of the position:

Education and Experience

• Associate degree in IT, MIS/CIS, or related field preferred; equivalent coursework or training considered.
• Internship, coursework, or prior customer service experience preferred but not required.
• Basic familiarity with Windows operating systems and Microsoft 365 preferred.

Knowledge

• Basic understanding of computer systems, applications, and troubleshooting concepts.
• Familiarity with office productivity tools and general business applications.
• Awareness of standard security practices and acceptable use policies.

Skills

• Strong interpersonal and customer service skills.
• Clear verbal and written communication skills.
• Good organizational skills and attention to detail.
• Basic knowledge of Microsoft Windows operating environment.
• Proficiency with Microsoft Office and common computer applications.
• Ability to assist a diverse group of employees with varying technical skill levels.

Abilities 

This position requires the ability to:

• Provide responsive, high-quality service with urgency.
• Read, speak, and write in English.
• Follow instructions and established procedures.
• Manage multiple tasks with guidance and prioritize effectively.
• Adapt to a fast-paced environment and meet deadlines.
• Maintain confidentiality and handle sensitive information appropriately.
• Communicate professionally with internal and external contacts.
• Work a minimum of forty (40) hours per week.
• Operate a motor vehicle with a valid driver's license and proof of auto insurance.
• Read and interpret basic technical documentation, policies, and procedures.

 

Other

• Must demonstrate professionalism with a positive attitude and willingness to learn.
• Commitment to a team environment, confidentiality, and excellent service.
• Dependability and flexibility with work hours and assignments
• Willingness to work occasional non-standard hours for testing or project work.

• All candidates will be required to consent to and pass background screenings which may include criminal, credit union bondability, and credit check.

Physical Demands
Includes, but is not limited to: seeing, speaking, hearing, typing, standing, walking, bending, lifting and moving equipment up to 50 pounds. Reasonable accommodations may be made as required.

Work Environment
Primarily a standard office environment with moderate noise levels.