The IT Help Desk Support position provides first-line technical support for credit union associates and affiliates, resolving issues via phone, tickets, and email in alignment with established ticketing policies. This role monitors ATM functionality, coordinates with third-party vendors, and assists with infrastructure projects and remote system support. Additional responsibilities include onboarding and offboarding employees, conducting user audits, and performing configuration checks. The IT Help Desk Support also works closely with the IT Operations Supervisor to develop and implement a continuing education plan to enhance technical knowledge and support capabilities.

End-User Support & Service Operations

• Provide help desk support for all credit union associates and affiliates by answering phone calls, tickets, and e-mail according to the standards established in the credit union ticketing policy.
• Assist with remote systems support as required by visiting branches, deploying software and hardware solutions.
• Perform new employee onboarding and offboarding in accordance with established checklists.

Systems Monitoring, Security & Operational Controls

• Monitor ATM uptime and functionality, coordinating ticket escalation with third-party vendors and the infrastructure team as needed.
• Perform user audits and configuration checks as assigned.
• Ensure opening and closing procedures are completed.

Project Support, Development & Other Duties

• Assist with infrastructure projects as assigned by the Operations Supervisor.
• Collaborate with the IT Operations Supervisor to develop a continuing education plan to increase operational and product knowledge.
• Perform other duties as assigned, ensuring accountability and alignment with organizational objectives.

Education and/or Experience:

• Associate or Bachelor’s degree in Information Technology or a related field preferred. Candidates without a degree will be considered with two or more years of relevant experience, ideally combined with industry certifications.

Abilities:

• Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Excellent organizational skills with the ability to prioritize tasks.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.