IT Help Desk Technician

ORNL Federal Credit Union • Oak Ridge, TN

17h • Onsite

About The Position

IT Help Desk Technician I provides Level I (Tier-one) technical support as the first point of contact (triage) for all IT incidents and service requests, with a strong focus on customer service, structured problem solving, and clear communication and through evaluation and triage of issues to escalate to level II (Tier-two) technicians or appropriate IT groups. This role supports end users and other members of the IT department by performing initial triage and basic to intermediate troubleshooting of application software, operating systems, computer hardware, mobile devices, and peripherals, accurately assessing priority and impact, resolving common issues where possible and escalating appropriately to Level II and Level III when needed, providing regular, proactive updates to customers on ticket status, and performing field work, including on-site support at branches.

Requirements

• One or more years of experience troubleshooting computer hardware and software problems via phone and in person is required.
• One or more years of experience with Apple/macOS and iOS/iPadOS devices (Mac, iPhone, iPad) in a business or educational environment is required.
• A high school diploma is required.
• Technical certification (such as CompTIA A+) is required.
• Valid driver's license is required.
• Follows Credit Union policies and procedures as well as applicable laws and regulations.
• Maintains a record of attendance and timeliness in keeping with the Credit Union's attendance policy.
• Employee must have the ability to sit and/or stand at a desk for a minimum of 8 hours a day and complete tasks requiring repetitive use of hands.
• Must be able to work in confined spaces for short periods of time (under desks, in wiring/network closets, etc.)
• Employee must have the ability to lift and move items up to twenty five pounds regularly, with up to fifty pounds on occasion.
• Employee must have the ability to see written documents and computer screens, and to adjust focus.

Nice To Haves

• Experience in a customer-facing technical support or help desk role is preferred.
• Experience with user support in a virtual desktop infrastructure (VDI) environment is preferred.
• Experience with ITSM/ITIL-based service desk processes (incident, request, basic problem management) is preferred.
• Exposure to or experience assisting users with physical security access badge systems and security camera viewing tools is preferred.
• An Associates degree in Information Technology, Computer Science, or in a related field is preferred.

Responsibilities

• Provides Level I Help Desk technical support and triage via phone, email, remote tools, and in person, which includes: serving as the first point of contact for IT issues and requests, gathering detailed information about the issue (who, what, when, where, impact), performing initial diagnosis and resolving common, documented issues, using scripts, checklists, and knowledgebase articles to guide troubleshooting, keeping customers informed with clear, non-technical explanations and expected next steps, and creating and updating tickets in the service/ticket management system with accurate details, work performed, and outcomes.
• Supports the following environments at a Level I scope: Windows desktop and laptop computers (including Surface devices) with their software applications and peripherals; Virtual Desktop Infrastructure (VDI) – basic session access issues, logon failures, and client-side checks, escalating more complex VDI issues to Level II; Apple/macOS computers and iOS/iPadOS devices (Mac, iPhone, iPad) used by staff for business purposes including basic setup and troubleshooting; iPhone and Android mobile phones, including email, MFA enrollment, and basic app configuration; productivity and collaboration tools such as Microsoft 365 and/or Google Workspace (per organizational standard); physical security access badge systems and security camera viewing applications, such as assisting with login or basic usage questions and creating or routing tickets to the appropriate teams for any system administration, installation, placement, configuration, or monitoring needs.
• Performs triage and ticket routing with a focus on accuracy and customer impact. Assigns appropriate priority and category based on business impact and urgency. Resolves issues within the Level I scope whenever possible. Escalates tickets to Level II or Level III when issues exceed Level I capabilities, including all relevant details, steps taken, and user impact. Follows up with users on escalated tickets to ensure they are informed of status and next steps, even when work is being performed by higher tiers.
• Installs, configures, tests, and supports computers, peripheral equipment, and software at branch and department locations within established standards and guidelines. Performs on-site assistance for standard deployments, desk setups, basic hardware replacements, and moves/adds/changes. Ensures equipment is functioning as expected and the user is comfortable with basic usage. Communicates plans, timelines, and any changes to branch staff and management. Field and branch work includes driving to and from branch locations.
• Documents issues and resolutions in the ticketing/service management system in a clear and user-focused manner. Captures symptoms, environment, and user impact. Records all troubleshooting steps taken and the final resolution. Updates tickets regularly so customers and IT staff can see current status. Contributes to basic knowledgebase entries (e.g., FAQs, how-to guides) for recurring Level I issues under guidance from Level II/III.
• Communicates effectively with end users and other members of the Technology department. Provides regular, timely updates to users throughout the life of their tickets. Confirms resolution with the user and ensures the issue is fully addressed before closing a ticket. Collaborates with other IT staff to share information about recurring issues and user feedback. Escalates concerns or patterns that may indicate larger problems to Level II/III or management.
• Assists with equipment inventory and administrative tasks related to the Help Desk. Helps maintain accurate records of deployed equipment. Assists with staging and preparing devices for deployment. Supports basic ordering and asset tracking activities as assigned.
• Performs other job related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees