Help Desk Technician

Description

HRCU is a community credit union providing top notch service to our members and making a difference to our communities. We believe in empowering our associates, providing an opportunity to thrive and make a career here at HRCU.

HRCU is a community credit union providing top notch service to our members and making a difference to our communities. We believe in empowering our associates, providing an opportunity to thrive and make a career here at HRCU.

The Help Desk Technician provides timely, professional technical support to HRCU staff and helps maintain reliable day-to-day technology operations. This position troubleshoots hardware, software, Microsoft 365, mobile devices, printers, peripheral, and connectivity issues; maintains accurate service records; configures and deploys technology assets; and escalates infrastructure, security, or vendor-related issues with complete troubleshooting information.

• Prioritizes, categorizes, and manages IT help requests in accordance with HRCU service standards. Provides responsive remote and onsite support for Windows 10/11, Microsoft 365, mobile devices, printers, peripherals, connectivity, and supported business applications.
• Communicates ticket status, expected next steps, workarounds, and resolution details to staff; escalates unresolved, infrastructure-level, or security-related issues with complete troubleshooting notes.
• Configures, deploys, maintains, replaces, and inventories laptops, desktops, monitors, printers, phones, headsets, and related equipment. Performs routine identity and access administration, including account creation, modification, disabling, password resets, lockout assistance, group membership, permissions, MFA support, and access troubleshooting across supported systems.
• Coordinates onboarding and offboarding activities for accounts, hardware, software, and access in cooperation with Human Resources, department leaders, and the IT team.
• Assists in daily IT operations and communicates clearly with staff regarding service interruptions, maintenance windows, outages, and other staff-impacting technology events.
• Monitors assigned alerts and basic system, network, endpoint, and telecommunications health indicators; performs approved first-level troubleshooting and promptly escalates conditions requiring administrative or vendor intervention.
• Supports approved endpoint patching, software updates, and configuration changes in accordance with HRCU change-control and patch-management procedures.
• Performs initial triage of suspected phishing, security alerts, vulnerability notices, unusual endpoint behavior, and potential incidents; supports remediation and incident documentation as directed.
• Maintains accurate technical documentation, including ticket notes, troubleshooting steps, resolutions, equipment records, knowledge-base articles, procedures, configuration notes, and incident-support records to promote continuity, audit readiness, and repeatable operations.
• Provides hands-on support at HRCU locations when an issue cannot be resolved remotely. Contributes to projects that improve support quality, reduce operational risk, strengthen reliability, or simplify employee technology use. Participates in an on-call rotation and performs other related duties as required.

• 2 or more years of hands-on information technology, desktop support, or help desk experience. An equivalent combination of education, certifications, technical training, and relevant experience may be considered.
• A two-year degree in information technology or a related field is preferred. Relevant certifications, vendor training, technical coursework, apprenticeship experience, or equivalent hands-on…