Service Desk Technician

We are Addition Financial, a member-owned, not-for-profit financial cooperative, offering comprehensive financial solutions that help members achieve their financial goals. Shareholder profits don't drive us and never have. Since 1937, we've been on a mission to bring financial success and education to everyone and make a positive impact in the lives of our members and the communities we serve. And we want your help to make that happen.

We're looking for people who not only want to do meaningful, challenging work, but who also have a heart for service. If this sounds like you, keep reading and we'll dive into the specifics!

The Service Desk Technician provides Tier 1–2 support and escalation research to keep Addition Financial's team members productive and its members well served. The role resolves incidents and service requests within SLA, manages endpoints and user access, supports IT projects and documentation, and follows all security and regulatory requirements for protecting member and employee data.

• Respond to incidents and service requests by phone, email, chat, and the ITSM platform. Triage by category, priority, and impact, resolve within SLA, escalate complex issues to the right IT teams, and keep users informed until resolution.
• Diagnose and resolve hardware, operating system (Windows, macOS), application, and network connectivity issues on desktops, laptops, mobile devices, and printers/MFPs. Coordinate repairs or replacements to minimize downtime.
• Support branch equipment including check scanners, cash recyclers, and conference room A/V. Provide on-site support at branches and offices as needed.
• Coordinate onboarding and offboarding, including account provisioning, mailbox setup, access rights, MFA, password resets, VPN/remote access, device configuration, deprovisioning, and asset retrieval, in line with security policies.
• Maintain hardware, peripheral, and software license inventory. Track assignments and renewals, and support procurement, deployment, and decommissioning.
• Identify, track, and remediate vulnerabilities by applying patches, updates, and configuration changes. Follow all credit union security, regulatory, and data-protection procedures.
• Create and maintain knowledge base articles and SOPs that support self-service, reduce ticket volume, and promote knowledge sharing across the team.
• Participate in IT projects, track milestones, and communicate progress to stakeholders. Take part in after-hours, weekend, or on-call support for maintenance windows and outages.

• Pursue relevant certifications and continuing education, complete required security and compliance training, and keep up with new technologies and security risks.
• Train and mentor team members and end users on new tools, processes, and self-service options. Recommend improvements to service desk processes and the user experience.
• Perform other duties as assigned.

• High School Diploma or equivalent.

• 2+ Years of IT Service Desk Experience

• Proficient in Windows, macOS, Microsoft 365 (Office, Teams, SharePoint), and common enterprise applications.
• Proficient in Microsoft administration tools:
  Active Directory, Microsoft Entra , Group Policy, Exchange Online, Intune, and the Microsoft 365 Admin Center.
• Experience with ITSM/ticketing systems (e.g., Service Now, Jira, Service Desk Plus) and remote support tools (e.g., Team Viewer, Any Desk, Quick Assist).
• Proficient in command-line and graphical network diagnostic tools (e.g., CLI, Solar Winds, Wireshark).

• Ability to sit for extended periods while using a computer.
• Occasional lifting of IT equipment (up to 50 lbs).
• Frequent use of hands to operate computer and office equipment.
• Ability to stand for extended periods when assisting users or during training sessions.
• Bending, reaching, and squatting may be required to troubleshoot hardware in various office environments.
• Must have the ability to see details at close range (within a few feet) and the ability to adjust focus when working with computers and other equipment.
• Occasional travel may be required to support remote offices or off-site locations, including local travel within the service area.

• Strong problem-solving skills with the ability to think critically and analytically under pressure.
• Emotional resilience to navigate challenging…