IT Help Desk Technician bei Vibrant Credit Union

Description

Position Overview: The IT Help Desk Technician plays a critical role as the first point of contact for technology support across Vibrant Credit Union. This role is responsible for managing the department’s ticketing queue, providing timely first-level support, and maintaining accurate documentation. The position requires hands-on troubleshooting of hardware, software, and peripheral systems, as well as assisting with asset lifecycle management, user onboarding/offboarding, and access administration.

What You Will Do:

• Manage and prioritize the IT ticketing queue to ensure Service Level Agreement (SLA) are met.
• Provide first-level technical support for desktops, laptops, mobile devices, printers, applications and network connectivity. 
• Assist in maintaining Help Desk support documentation and manuals
• Assist with IT asset life cycle management, including inventory and ordering, deployment and decommissioning. 
• Image, configure, and deploy PC, including required applications and security settings. 
• Perform basic repairs and coordinate vendor support for escalated hardware/software issues.
• Support onboarding and offboarding by setting up equipment, accounts, and permissions.
• Conduct diagnostics and troubleshooting to resolve issues independently or escalate as appropriate.
• Maintain records of asset assignments.
• Serve as a backup for access administration, ensuring proper approval and security protocols are followed.
• Occasionally support after-hours upgrades, maintenance, or incident response as business needs warrant.

Requirements

Our Ideal Candidate:

• Associates degree or equivalent experience.
• 2-5 years of IT support/help desk experience in a corporate/financial services setting. 
• Working knowledge of Windows 11, Microsoft 365, Active Directory, and common enterprise applications.
• Familiarity with hep desk ticketing systems. 
• Basic understanding of networking (TCP/IP, DNS, Wi-Fi troubleshooting).
• Excellent communication and customer service skills.
• Detail-oriented with strong organizational and documentation habits.
• Willingness to learn and grow in areas such as security, cloud systems, and banking software.
• Flexibility to occasionally support operations outside standard business hours,
• Basic knowledge of banking software and ticketing systems

Reports to:

• VP IT 

Environmental and Physical Activity Requirements:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The daily responsibilities of this position constantly require effective talking, hearing, walking, finger dexterity, reaching, stooping, and grasping functions.  

The position also often requires reaching and lifting (up to 25 pounds). Frequent sitting, standing, and repetitive motion activities are also required. Must be able to read print and computer-based materials and to do so with consistent accuracy. Most of these functions require light physical exertion and are conducted indoors at controlled degrees of temperature.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.