IT Operations Technician I

Heritage Family Credit Union • Rutland, VT

13d

About The Position

The IT Operations Technician I is an entry-level position on Heritage Family Credit Union’s Information Technology team. The role provides frontline technical support and assists with routine IT operations, including hotline calls, tickets, user devices, applications, access changes, basic system and network support, documentation, and projects. The position builds practical technical skills through training, shared work, and cross-functional collaboration.

The technician supports employees and Credit Union locations, resolving issues within assigned authority and escalating when needed. The role also assists with system maintenance, equipment installations, deployments, testing, upgrades, and assigned IT services. Travel to branches and other Credit Union properties may be required for onsite support, installations, equipment service, and incident response. Employees must follow BSA and risk compliance standards in their responsibilities.

Requirements

• High school diploma or equivalent required.
• Entry-level IT experience, technical education, training, internship, customer-service experience, or demonstrated technical aptitude required.
• Foundational troubleshooting and customer service skills, including clear communication and appropriate escalation.
• Familiarity with common IT support tools and concepts, including Windows, Microsoft 365, business applications, endpoint hardware, mobile devices, account security, access management, patching, basic connectivity, DNS, DHCP, and ticketing systems.
• Ability to organize work, maintain documentation, collaborate, and learn through training and supervised experience.
• Ability to sit for long periods and work primarily at a workstation or desk in an office environment.
• Ability to use a computer extensively, including standard keyboard functions and repetitive motion, and to use a phone frequently.
• Ability to lift and carry equipment and other materials weighing 50 pounds or more as needed.

Nice To Haves

• Relevant education, certifications, or equivalent experience preferred.
• Professional user support experience preferred.

Responsibilities

• Answer hotline calls and tickets, document issues, resolve matters within assigned authority, and confirm service is restored.
• Support user devices, applications, branch technology, hardware, and assigned IT services.
• Add, change, and remove system access using established procedures and maintain accurate records.
• Assist with system maintenance, network tasks, equipment setup, testing, basic troubleshooting, upgrades, deployments, and escalation as needed.
• Maintain procedures, records, and knowledge articles for training, audits, and continuity.
• Work with internal teams, vendors, and providers to resolve issues and complete changes.
• Travel to Credit Union locations as needed for onsite support, installations, equipment service, and incident response.
• Perform other duties as assigned.
• Adhere to BSA and risk compliance standards in all job responsibilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED