IT - Help Desk and Desktop - IT Help Desk Coordinator

Golden 1 Credit Union•Sacramento, CA

2d•Remote

About The Position

Golden 1 Credit Union is seeking a customer-focused IT Help Desk Coordinator to serve as a first point of contact for technical support and system access requests. The role supports users and business operations by troubleshooting technology issues, managing system access with a security-first mindset, and delivering timely service while protecting sensitive information and maintaining compliance. The coordinator provisions and reviews user access, supports enterprise applications and a mixed-platform environment, and provides tier 2 hands-on assistance for end-user devices, banking hardware, and network connectivity. The role also maintains technical documentation and support knowledge resources, coordinates equipment updates, communicates unresolved issues through escalation procedures, and develops knowledge of credit union procedures, products, services, and data-processing systems.

Requirements

High school diploma or General Education Degree (GED).
Completion of prerequisite Computer Technology classes.

Responsibilities

Provision and de-provision system access according to role-based access control and least-privilege principles.
Work with department managers and business owners to create, modify, and remove access, and document required 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.
Identify and troubleshoot issues, escalating them to the appropriate IT teams when necessary.
Resolve and complete 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/recyclers, credit card machines, check scanners, printers, pin pads, and multifunction devices.
Coordinate or perform tier 2 hands-on fixes, including software installation and upgrades, hardware installation, and system and application configuration on PCs, laptops, and mobile devices.
Coordinate or perform tier 2 hands-on fixes for 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 of outstanding issues that are not resolved within established timelines and follow escalation procedures.
Develop, document, and implement operating procedures and conduct training as required.
Maintain knowledge of business-area needs and incorporate them into technical solutions.
Maintain thorough 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 position.
Research and resolve system access support issues.
Perform other job-related duties as necessary.