IT Service Desk Technician

The IT Service Desk Technician role provides user issue resolution as well as system and account access for credit union employees. They will assist and advise on user technical issues and bring an understanding of information technology diagnoses and processes to resolve user concerns and IT related problems.

• Process requests for new user account creation and access management.
• Reset forgotten passwords and unlock locked accounts according to established security protocols.
• Administer user profiles and permissions within various applications.
• Troubleshoot technical problems with internal software applications.
• Provide first-line support, diagnose issues, and offer solutions or escalate complex situations to senior IT Support.
• Maintain knowledge base of frequently encountered issues and solutions.
• Effectively communicate with users via phone, email, and in-person interactions to understand and resolve their technical concerns.
• Document user interactions through ticketing system, track issues, and provide timely updates.
• Maintain a professional and courteous demeanor while providing technical assistance.
• Stay up to date on new technologies, software updates, and security best practices.
• Participate in training programs to enhance technical skills and knowledge.
• Perform additional job duties as assigned.

• Currently enrolled in or have completed a degree program from an accredited university or college in computer science, information systems, cyber security, or a similar field of study.
• Ability to work with end users and assess needs, and solutions.
• Ability to identify and diagnose IT related issues and bring to resolution
• Good written and verbal communication skills necessary.
• Good understanding of computer hardware/software and systems.
• Excellent problem solving and analytical skills.
• Ability to prioritize tasks and work independently.