IT Service Desk Technician

Overview

The IT Service Desk Technician I is a full-time position and operates as a member of Service Desk team within the IT Infrastructure group. The position’s role is to serve as the primary point of contact between users and IT service providers. To accomplish this the IT Service Desk Technician I manages incidents and service request, access management request, and also handles communication to users across the organization.

Where applicable, the IT Service Desk Technician I will assist in overseeing the security, integrity, and safety of the desktop infrastructure. The primary objective of these activities is to deliver value, via highly available IT Services, to the member owners of Northwest Federal Credit Union.

• Categorize and prioritize incoming calls and self-service submissions to the IT Service Desk to ensure user and member needs are addressed in a timely and effective manner, and in accordance to established Service Level Agreements (SLA’s)
• Create tickets within the IT Service Management System that contain all required and pertinent information
• Provide direct user support to resolve incidents and complete service requests
• Document actions performed to resolve the issue within the ticket, and when necessary create new Knowledge Base Articles (KBA’s) for future use by other technicians
• Perform post-resolution follow ups with senior level help desk personnel as required
• Complete access management requests for user on-boarding, transfers and separations
• Escalate tickets as necessary to IT service providers. Escalated tickets should include notes that outline what troubleshooting steps were performed, and the results of those actions, prior to escalation
• Identify and report trends which impact IT service levels to management
• Assist in producing monthly IT service level reports
• Assist in imaging new workstation hardware
• Assist in the management of corporate cellular devices
• Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)

• High school diploma or equivalent
• One year of IT troubleshooting experience preferred; experience working in a high volume call center environment may be substituted for relevant experience
• Experience in the following IT troubleshooting areas preferred:
  Identifying, connecting, and troubleshooting hardware components and devices
• Installing and supporting Microsoft Windows desktop operating systems and Office applications
• Identifying network types, standard protocols, and troubleshooting connectivity issues
• Standard IT Security practices and applicable data privacy practices and laws
• General Understanding of the following is preferred: IT Service Management processes
• Microsoft Domain Services
• Virtual Desktop Interface (VDI) technologies
• Linux and/or open source technologies
• Unified Communications technologies
• Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely
• Ability to review and analyze or interpret data and documentation and to make decisions regarding subsequent actions
• Effective oral and written communication skills
• Ability to demonstrate new skills as required by the organization after sufficient time and training to support an evolving environment
• Ability to write technical documentation
• Ability to interact effectively with all levels of the organization and/or with members

Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.

Base compensation for this role ranges from $21.42 – $36.47 hourly, depending on experience and qualifications.

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at  or HR Department.