IT Support Technician

Job Details

Level: Entry

Job Location: Canton Corporate Headquarters - Baltimore, MD 21224

Position Type: Full Time

Salary Range: $24.43 - $30.54 per hour

Travel Percentage: Negligible

Job Category: Information Technology

The IT Support Technician I provides first‑level technical support for users, hardware, and processes of the Credit Union. Responsibilities include troubleshooting, support, configuration and installation of new devices per established procedures and protocols. Additional duties encompass end‑user support services, equipment imaging/deployment, infrastructure support, IT audit program support, and problem resolution. The Technician responds to helpdesk requests and/or visits user locations, exhibiting ownership and timely resolution of problems to ensure minimal disruption to business operations.

Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture:
Support, Educate, Respect, Value, Innovate, Communicate, Empower. Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging by modeling inclusive behaviors and proactively managing bias.

• Answers help‑desk questions via phone, e‑mail, or in person and performs analysis and troubleshoots to resolve problems.
• Manages requests to ensure the help‑desk queue is current, assigning tickets to appropriate technicians.
• Maintains sufficient working knowledge of end‑user software and hardware to assist with problem resolution.
• Utilizes and updates the internal knowledge base of documentation related to hardware/software installation, maintenance, and troubleshooting.
• Coordinates with other resources within the Credit Union to resolve Help‑Desk requests.
• Keeps users informed of the status of requests and notifies all involved parties when tickets are opened and closed.
• Assumes responsibility for primarily IT‑related issues by establishing and maintaining professional business relations with end users and outside vendors.

• Receives procurement requests from end users and IT staff, obtains quotes, and coordinates response with appropriate IT staff.
• Ensures proper disposal of IT assets in compliance with the Credit Union’s Information Security Standards and Procedures.

• Performs basic audits as specified by the IT Audit Program, covering active directory user and computer audits, software compliance audits, and network audits.
• Assists the CIO with asset vulnerability management.

• Remains compliant with applicable laws and regulations, including the BSA and the USA Patriot Act.
• Ensures compliance with Credit Union standards and makes recommendations as needed.
• Performs any additional duties and/or responsibilities as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate’s degree in a related field.
• 3+ years of progressive help‑desk experience.
• Equivalent combination of education and experience.
• CompTIA A+ certification is a plus.
• Strong problem‑solving skills and creative thinking to find new solutions.

This position is eligible for hybrid work. The ability to work in a hybrid/remote position is based on work performance and ability to create and maintain engaging work relationships.