Help Desk Specialist II

Job Details

Job Location:

Corporate Headquarters - Chattanooga, TN 37402. Position Type:
Full Time. Job Category:
Information Technology.

The Help Desk Specialist II provides advanced technical support to personal computer users by analyzing and resolving problems, supplying information concerning system use, performing system installation and maintenance functions, and coordinating solutions with staff and vendors for desktop systems and their peripheral equipment. They are responsible for all physical security access control. The Help Desk Specialist II serves as an escalation resource for complex technical issues and assists in maintaining a secure and efficient end‑user computing environment.

They also help provide training for Help Desk Specialist I staff and create training documentation. The Help Desk Specialist II assists with vendor communications and supports the implementation and deployment of new software and technology solutions.

• Desktop Support:
  Provides advanced end‑user support by troubleshooting hardware and software issues. Assists with installations, configurations, and upgrades, and resolves technical problems related to desktop computers, laptops, printers, and other peripherals.
• Access Control:
  Manages all aspects of access control including FOB management, camera management, video recordings, and user access administration.
• Documentation and Training:
  Assists with new hire onboarding, ongoing IT training, and departmental documentation creation. Creates and maintains technical procedures, training materials, and knowledge base documentation.
• Vendor Relations:
  Assists with vendor communications and coordination to support credit union IT infrastructure and technology solutions.
• Collaboration and Communication:
  Collaborates with other IT teams such as network administrators and software developers to ensure seamless integration and troubleshooting of desktop systems. Communicates effectively with end‑users to understand their needs and provide timely solutions.
• User Account Management:
  Creates and manages user accounts, permissions, and access controls to ensure appropriate levels of security and data integrity.
• System Administration:
  Manages and maintains the organization's desktop infrastructure, including operating system deployments, software distribution, patch management, and ensuring systems are secure and up to date.
• Implementation Support:
  Assists with testing, deployment, and end‑user support for new software, hardware, and technology initiatives.
• Required Training:
  Maintains knowledge of branch operations by completing Deposit Regulation and Product and Service Certification courses.
• Core Value Demonstration:
  Proactively demonstrates the TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability, and strong relationships in every interaction with members.
• Other Duties:
  Performs other duties as assigned.

• Associate degree in Information Technology, Computer Science, or a related field preferred; relevant work experience may be considered in lieu of a degree.
• Three to five years of experience in PC technical support, or a combination of relevant experience, education, or certifications.
• Good knowledge of modern operating system architecture concepts and communications protocols.
• Experience supporting Windows operating systems and troubleshooting computer‑related hardware and software issues.
• Advanced knowledge of computer hardware and software and its related infrastructure components and operating environments identified in the assignment requirements.
• Experience creating technical documentation and providing end‑user training is preferred.
• Strong problem‑solving, analytical, and troubleshooting skills.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Strong verbal and written communication skills with the ability to provide technical assistance to users with varying levels of technical knowledge.