IT Operations Technician I
About The Position
The IT Operations Technician I is an entry-level role on Heritage Family Credit Union’s Information Technology team. The position provides frontline IT support and assists with routine technology operations, including hotline calls, service tickets, user devices, applications, access changes, basic system and network support, documentation, and projects. The role is designed to build practical technical skills through training, shared work, and cross-functional collaboration. The technician supports employees and branch technology, resolves issues within assigned authority, and escalates issues when needed. The role may require travel to Credit Union locations for onsite support, installations, equipment service, and incident response. Employees must follow BSA and risk compliance standards in their responsibilities. This is a non-exempt position in a professional banking environment.
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, perform standard keyboard functions and repetitive motion, and use a phone frequently.
- Ability to lift and carry equipment and other materials weighing 50 pounds or more as needed.
- Ability to travel to HFCU branches and properties as needed.
Nice To Haves
- Relevant education, certifications, or equivalent experience.
- Professional user support experience.
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 accurate records.
- Assist with system maintenance, network tasks, equipment setup, testing, basic troubleshooting, upgrades, deployments, and escalation when 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.
- Provide a positive support experience and deliver service to employees.
- Follow BSA and risk compliance standards in job responsibilities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
