IT - Help Desk and Desktop - IT Help Desk Coordinator
About The Position
Golden 1 Credit Union is seeking a customer-focused IT professional to serve as a first point of contact for technical support and system access requests. The coordinator troubleshoots technology issues, manages user access with a security-first approach, and delivers timely support for business operations while protecting sensitive information and maintaining compliance. The role supports enterprise applications and a mixed-platform environment, including Windows and iOS devices, mobile devices, computers, and audio/video systems. It also provides front-line staff support for banking hardware and performs or coordinates tier-two hands-on troubleshooting for hardware, software, systems, and network connectivity. The coordinator maintains system settings and technical documentation, develops support procedures and training, and works with business stakeholders to translate needs into technical solutions. This is a non-exempt position in the IT Help Desk and Desktop department. The listed pay range is $26.27–$27.50 per hour. The posting includes a remote hashtag, but does not explicitly describe the workplace arrangement.
Requirements
- High school diploma or General Education Degree (GED).
- Completion of prerequisite Computer Technology classes.
Responsibilities
- Provision and de-provision system access using role-based access control and least-privilege methods, obtaining and documenting necessary approvals.
- Manage ongoing role-based access support for systems managed by the Help Desk.
- Conduct periodic access reviews, identify exceptions, and resolve system access discrepancies.
- Provide enterprise application support by phone, email, or ticketing system; troubleshoot issues and escalate when necessary.
- Resolve end-user issues and requests within service-level agreements.
- Prioritize and schedule tasks within the Service Desk.
- Support a mixed-platform environment, including Windows 7, Windows 10, iOS, tablets, laptops, desktops, and audio/video systems.
- Provide front-line staff support for banking hardware, including cash dispensers and recyclers, credit card machines, check scanners, printers, pin pads, and multifunction devices.
- Coordinate or perform tier-two hands-on fixes, including software installation and upgrades, hardware installation, and configuration of systems and applications on computers and mobile devices.
- Coordinate or perform tier-two troubleshooting of WAN/LAN and enterprise Wi-Fi connectivity issues.
- Maintain tables, parameters, and settings in the VMS Host System for terminals, desktop computers, printers, and cash dispensers.
- Develop and maintain internal procedures, technical documentation, and the IT Support knowledge base.
- Communicate equipment maintenance updates to appropriate staff.
- Keep management informed about unresolved issues in accordance with escalation procedures.
- Develop, document, and implement operating procedures and conduct training as required.
- Understand business-area needs and incorporate them into technical solutions; maintain knowledge of credit union procedures, products, services, and data processing systems.
- Escalate cases where user or system security standards are not followed.
- Maintain understanding of applicable state and federal credit union compliance laws and regulations, including bank secrecy and anti-money-laundering laws relevant to the role.
- Research and resolve system access support issues.
- Perform other job-related duties as necessary.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
