IT Help Desk Technician I
About The Position
The IT Help Desk Technician I is a member of GreenState’s IT Service Excellence team and assists with operations involving the network, PCs, peripherals, service desk, telecommunications, and operational processes in the credit union environment. The role provides Level 1 diagnostic application and hardware support to staff by handling phone, email, and live-chat inquiries, creating and tracking tickets, monitoring their completion, escalating issues when appropriate, and working with engineering staff to determine root causes and follow up with customers. The technician uses the service desk platform to capture requests, document troubleshooting and resolution, and track work involving core network and data systems, communication systems, and end-user devices. The role also installs, maintains, repairs, upgrades, and troubleshoots computer software; coordinates support coverage during core business hours; works with third-party providers; and may work outside normal business hours for special projects and on-call rotation. The position reports to the IT – Director Service Delivery and does not supervise other employees.
Requirements
- High school diploma; equivalent work experience may substitute.
- Basic knowledge of PC software and hardware, technical aptitude, and a desire to learn.
- Ability to determine appropriate actions using predefined operational procedures and troubleshooting experience.
- Ability to handle highly confidential information discreetly.
- Strong analytical and problem-solving skills.
- Detail-oriented, with excellent customer service and organizational skills and strong verbal, written, and interpersonal communication skills.
- Effective time-management skills and ability to work independently.
- Attention to detail and a high level of accuracy.
- Ability to resolve problems effectively and efficiently.
- Self-motivated and able to work in a fast-paced environment.
- Ability to work with and be responsible for equipment valued between $500 and $10,000.
- Must be bondable.
Nice To Haves
- Certifications and/or college-level classes.
Responsibilities
- Adhere to the Credit Union’s core values and Service Standards while supporting its mission and vision.
- Maintain a positive internal and external member-service focus and demonstrate teamwork.
- Ensure confidentiality of member information and support a diverse and inclusive work environment.
- Serve as the first point of contact for staff seeking technical assistance by phone, email, or live chat.
- Perform remote troubleshooting using diagnostic techniques and relevant questions.
- Direct unresolved issues to the next level of support.
- Identify and suggest potential procedural improvements.
- Use the service desk platform to capture requests, track activities, document troubleshooting, and log resolutions for network and data systems, communication systems, and end-user devices.
- Escalate issues when necessary while tracking them through completion.
- Proactively communicate incident and request status to staff and document activity in tickets.
- Install, maintain, repair, upgrade, and troubleshoot computer software.
- Ensure appropriate scheduling of phone and email support during core business hours.
- Engage coworkers in proactive and ongoing maintenance to meet service standards.
- Work with established third-party providers for assistance.
- Occasionally work outside normal business hours for special projects and as part of the on-call rotation.
- Perform other duties as assigned.
- Report punctually, work scheduled hours, and work overtime as business demand requires.
Benefits
- Progressive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
