IT Helpdesk Technician

Job Description

IT Helpdesk Technician

Nizari Progressive Federal Credit Union

The IT Helpdesk Technician provides technical support to members and staff both in person and remotely. This role serves as the first point of contact for technical assistance via phone, email, or ticketing system. The technician will diagnose issues, determine solutions, and ensure user satisfaction while maintaining systems, hardware, and software across the organization.

• Serve as the first point of contact for staff and members seeking technical assistance.

• Manage and resolve Help Desk tickets in a timely manner via phone, email, and ticketing system.

• Perform remote troubleshooting using diagnostic techniques and clear, effective questioning.

• Document issues, resolutions, and follow-up steps in the ticketing system.

• Install, modify, and repair computer hardware, software, and peripherals.

• Troubleshoot and identify failing hardware including servers, cameras, computers, printers, e-fax machines, and scanners.

• Run diagnostic programs to identify and resolve issues.

• Maintain workstations, printers, and desktop software; apply patches and updates as needed.

• Onboard new users in Active Directory and Office 365; create required logins for various applications.

• Deactivate users upon termination and remove access from systems and applications.

• Manage user access including physical and logical permissions.

• Assist with internal audits regarding IT resources, user accounts, processes, and log reviews.

• Perform basic computer maintenance including dusting, cable management, Windows updates, antivirus monitoring, and remote access setups.

• Utilize various monitoring tools to identify issues or outages.

• Stay on-call to respond to network alerts, production outages, and VIP support requests.

• Create, update, and maintain IT procedures and documentation.

• Recommend enhancements to improve efficiency and support quality.

• 1–3 years of related IT support experience.

• Experience as an IT Support Specialist or IT Technician preferred.

• Working knowledge of:

  • Office 365

  • Active Directory

  • PC operating systems and hardware

  • Office automation tools, word processing, spreadsheets, email systems

  • Peripheral equipment (printers, scanners, etc.)

• Ability to work and travel independently.

• Capable of lifting up to 75 lbs and working in confined spaces when required.

• Valid driver’s license for occasional business travel.

• Strong communication and customer service skills.

• Hindi/Urdu language proficiency preferred.

• Job Type: Full-time
• Work Location: In person
• Experience:
  • IT Support: 1 year (Preferred)
  • IT Technician: 1 year (Preferred)