IT Service Delivery & Help Desk Specialist
About The Position
The IT Service Delivery & Help Desk Specialist partners closely with the IT Manager to prioritize and resolve service requests and incidents, manage the Credit Union’s IT ticketing/ITSM platform, support employee endpoints, and maintain accurate IT asset records. The role combines hands-on technical problem solving with work to make IT service delivery more consistent, efficient, and measurable. The specialist oversees day-to-day Help Desk operations; serves as the business and technical owner of the IT ticketing/ITSM system; provides direct technical support to employees; and maintains audit-ready asset records through the asset lifecycle. The position also creates documentation, recommends process improvements, contributes to IT projects, participates in the IT on-call rotation, and supports the Credit Union’s mission and values.
Requirements
- High school diploma plus post-secondary coursework in Information Technology, or at least two years of related experience in IT service delivery, Help Desk supervision, or desktop support.
- Working knowledge of ITSM best practices, such as ITIL.
- Hands-on experience with endpoint deployment, configuration, troubleshooting, and upgrades.
- Experience administering an IT ticketing/ITSM platform, including configuration and reporting.
- Experience with IT asset management and inventory reporting.
- Proficiency with Microsoft Office applications.
- Ability to manage multiple priorities and projects while working independently.
- Valid driver’s license and ability to travel to off-site locations as needed.
- Comfort with desk-based and hands-on technical work, including sitting for approximately 50% of the workday and standing, walking, bending, squatting, twisting, reaching, and kneeling.
- Ability to occasionally lift up to 50 pounds.
Nice To Haves
- Experience with platforms such as ServiceNow, Freshservice, or Jira Service Management.
- ITIL Foundation certification.
Responsibilities
- Partner with the IT Manager to prioritize and resolve Help Desk tickets, service requests, and incidents using ITSM best practices.
- Oversee day-to-day Help Desk operations, including triage, escalation, coverage, and ticket grooming.
- Respond to employee questions and issues involving IT systems, applications, hardware, and software.
- Respond to emergencies and system failures and participate in the IT on-call rotation.
- Serve as the business and technical owner of the Credit Union’s IT ticketing/ITSM system.
- Configure ticketing system workflows, queues, categories, and other components.
- Continuously improve ticketing processes and service delivery workflows.
- Create and distribute reports on ticket volume, SLA compliance, aging, trends, and other service metrics.
- Deploy, configure, troubleshoot, and upgrade desktops, endpoints, operating systems, and software.
- Provide direct technical support to Credit Union employees and resolve hardware and software issues while delivering a positive employee experience.
- Maintain accurate, audit-ready IT asset inventory throughout the asset lifecycle.
- Manage asset deployment, tracking, reporting, and disposal; keep records current and support audit and compliance requirements.
- Create and maintain procedures and documentation for Help Desk, ticketing, and asset management processes.
- Share knowledge, documentation, and guidance with other IT team members.
- Identify improvement opportunities and make recommendations to management.
- Manage position-related projects and contribute to other IT initiatives as assigned.
- Support the Credit Union’s mission by providing excellent service to members and employees.
- Understand and comply with applicable BSA/AML requirements.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
