Help Desk Technician II

Yorktown, VA

1st Advantage Federal Credit Union is currently seeking a full-time Help Desk Technician II to support our busy Technology Department in Yorktown, VA. Scheduled hours will be 40 hours per week between the hours of 8:00 a.m. to 5:30 p.m., Monday through Friday, and rotating Saturdays from 8:00 a.m. to 1:00 p.m.

The IT Help Desk Technician II provides second-tier level support for more complex troubleshooting and resolution of hardware, software, applications and network-related incidents, with a focus on reducing recurring issues and improving end-user experience. The technician collaborates closely with systems administrators, applications support technicians, and department leaders to maintain operational excellence and IT support. This role also supports the onboarding process, system upgrades and contributes to knowledge base content and process improvement.

1st Advantage Federal Credit Union has been serving members in the Hampton Roads community since 1951. We provide financial products and services that help members get ahead, while volunteering our time and resources to civic organizations and nonprofits that share our mission to improve life for each other. Be part of something special. Join 1st Advantage as a colleague and support our community members.

• Dollar-for-dollar matching 401(k) plan to 4% of earnings.
• Choice of three medical plans
• Flexible Spending Accounts
• Health Savings Accounts
• Choice of two Dental plans
• Vision
• Basic Life & AD/D Insurance – no cost
• Optional additional life insurance for colleagues, spouses, and children
• Long-term Disability Insurance – no cost
• Short-term Disability Insurance – no cost
• Employee Assistance Program – no cost
• Critical Illness, Accident, and Hospital Indemnity Plans
• Generous paid time off accrual program
• 11 Paid holidays
• Pre-paid legal services
• Pet Insurance
• Discounts on consumer loans and mortgages, increases on savings products, and much more!

To be considered for this opportunity, please submit your fully completed application and resume through our website.

See Below For Full Job Description.

• Responds to and resolves advanced and escalated support requests involving complex issues with personal computers, printers, mobile devices, and company software systems. Troubleshoots advanced hardware and software problems using remote and in-person methods. Serves as an escalation point for Help Desk Level 1 technicians and provides guidance or takes over unresolved cases. Ensures service-level agreements (SLAs) are met and properly documented in the ticketing system.
• Manages user accounts, access permissions, and profiles across multiple systems including Active Directory, Exchange, and core business applications. Reviews access requests for compliance with company policy. Supports onboarding and offboarding activities including configuring user profiles, hardware setup, and access provisioning.
• Installs, configures, and upgrades hardware and software across user workstations and peripherals. Maintains and contributes to system images and assists in managing workstation inventory. Participates in patch management, endpoint security updates, and OS lifecycle upgrades.
• Works with IT team members to maintain accurate documentation of systems, procedures, and common issues. Contributes to internal knowledge base and standard operating procedures (SOPs). Provides input on process improvements and workflow enhancements.
• Assists in mentoring Level 1 Help Desk staff and helps train end users on system use, best practices, and basic troubleshooting. Participates in departmental training sessions and professional development initiatives.
• Completes required training (e.g., Pluralsight courses) and certifications related to the role. Participates in IT projects assigned, contributing technical expertise and support.

• Escalated support requests are resolved efficiently and documented clearly.
• Internal documentation and knowledge base articles are up to date and effectively used.
• Hardware and software installations are completed accurately and on schedule.
• Positive feedback and working relationships are maintained with end users and peers.
• Adherence to SLAs, escalation procedures, and IT policies is demonstrated.
• Ongoing development through training and certifications is completed as required.
• Proactively demonstrates the 1st Advantage FCU core values of accountable, adaptable, driven, dependable, and fun.

Three years to five years of similar or related experience.

(1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building…