Help Desk Technician
Msgcu•Troy, MI
•Hybrid
About The Position
Michigan Schools & Government Credit Union (MSGCU) is seeking a Help Desk Technician to provide first-level technical support to all team members. This role involves responding to help desk tickets and phone requests, resolving common hardware, software, and access issues, and coordinating vendor repairs. MSGCU is a financial institution with a long history of serving the community, committed to member success and fostering an equitable and inclusive culture. They have been recognized as a Top Workplace for thirteen consecutive years.
Requirements
- Associate degree in Information Technology or relevant certification required; or 1 year information technology experience required.
- Uses active listening skills to gain insight and understanding into the needs of team members in order to troubleshoot and resolve problems.
- Takes on new opportunities, unfamiliar tasks, and tough challenges with a sense of urgency and enthusiasm.
- Prioritizes and separates work into efficient workflows and effectively deploys IT resources.
- Communicates effectively with technical and non-technical audiences; readily adapts approach based on the situation.
- Builds relationships and gains the confidence of others by modeling honesty, integrity, authenticity and behaviors that align with organizational values.
- Learns quickly through experimentation when facing new situations and actively seeks new ways to grow using formal and informal development channels.
Responsibilities
- Provides first-level technical support by responding to help desk tickets and phone requests.
- Resolves common hardware, software, and access issues and coordinates vendor repairs as needed.
- Provides support for all team members seeking technical assistance by phone or help desk ticketing system.
- Troubleshoots hardware, software, printer, and peripherals issues to ensure minimal disruption.
- Maintains accurate status updates on help desk tickets and escalates unresolved issues when necessary.
- Identifies and escalates trends in support requests that could indicate broader outage or system issues.
- Delivers a positive support experience through clear communication, timely follow-up, and documentation of issues resolution.
- Assists team members with password resets, account unlocks, and the creation and maintenance of user profiles and credentials on the network and email systems.
- Follows established security procedures and escalates potential access risks in accordance with defined procedures.
- Supports the setup, deployment, and basic maintenance of desktops, laptops, and peripheral equipment.
- Assists with inventory tracking and performs routine preventative maintenance to ensure equipment remains functional, reliable, and aligned with organizational standards.
- Documents setup process and common issues to improve consistency, reduce resolution time, and enhance support efficiency.
- Works with third-party vendors to report, schedule, and track hardware repair needs.
- Monitors repair ticket status to ensure timely resolution and minimal downtime.
- Ensures clear communication and timely follow-up to minimize disruption to members or team members.
Benefits
- Generous health benefits
- Vacation time
- Retirement plan contributions
- Discounts on loans
- Discounts on phone service
- Medical, dental and vision on your first day
- Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
- 3% contribution from MSGCU to 401(k) for those at least 21 years old
- 100% match for the next 7% contributed to 401(k)
- 12 paid holidays
- Up to 120 hours of PTO your first year of service (pro-rated based on start date)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
