Service Desk Technician na VANTAGE CREDIT UNION

Description

JOB FUNCTIONS

Technical Support & Troubleshooting

• Respond to and resolve incidents and service requests via phone, email, or ticketing system.
• Troubleshoot hardware, software, network, and application issues across Windows, macOS, and mobile platforms.
• Perform root cause analysis and document solutions for recurring issues.
• Provide hands-on support at the desktop level, including diagnostics and repairs.
• Translate technical solutions into user-friendly language for nontechnical users.

System & Hardware Management

• Install, configure, test, maintain, and monitor end-user hardware and software.
• Perform preventative maintenance on workstations, printers, and peripherals.
• Conduct performance upgrades and manage asset updates for replacement equipment.
• Maintain inventory of IT assets and ensure physical desktop connections are functional.

Operational & Strategic Duties

• Monitor and manage ticket queues to ensure SLAs are met.
• Participate in hardware/software rollouts and system upgrades.
• Assist in developing long-term strategies for hardware and technology needs.
• Alert management to emerging trends in incidents and report roadblocks.

Administrative & Documentation

• Maintain accurate documentation of support activities, hardware failures, installations, and resolutions.
• Contribute to the creation and maintenance of knowledge base articles.
• Follow and uphold procedures for logging, reporting, and monitoring desktop operations.

Systems & Access Management

• Create, delete, and modify users in Active Directory and Office 365.
• Manage permissions on network drives and folders.
• Support phone system changes and voicemail resets.
• Perform email traces and unlock secure emails.
• Support endpoint admin user setup and Zoom Workplace configuration.

Qualifications

KNOWLEDGE

• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory, and basic networking.
• Experience with remote support tools and ITSM systems (e.g., ServiceNow, Jira, Team Dynamics).
• Hands-on experience with PC hardware, peripherals, and internal components.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• ITIL Foundation certification or equivalent knowledge.
• Experience with endpoint management tools (e.g., SCCM, Intune).
• Familiarity with scripting (PowerShell, Bash).
• Experience supporting cloud-based environments (Azure, Microsoft Office).
• Ability to provide after-hours support and work an on-call rotation.

EDUCATION/EXPERIENCE

• 3–5+ years of experience in technical support or service desk roles.
• Associate degree in Computer Science or equivalent experience Proficient in Microsoft applications.
• Certifications: CompTIA A+ (required), Network+ (preferred), Microsoft Certified: Azure Fundamentals (AZ-900), Endpoint Administrator Associate.

PHYSICAL REQUIREMENTS

The position requires the following physical activities within varying environmental conditions:

• Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period.
• Occasional travel or moving from one office location to another or from one department to another at the headquarters building.
• Occasional lifting, moving, or adjusting objects up to 50 pounds.
• Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device.
• Work will be in a commercially reasonable temperature-controlled environment.
• Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.