IT Support Specialist I (Helpdesk)

ARISE FEDERAL CREDIT UNION•Canton, MA

97d•$29 - $30•Hybrid

About The Position

As an IT Support Specialist I, you’ll be a key part of the team helping our employees get the most from their technology. You’ll provide friendly, responsive support for everyday hardware, software, applications, and technology questions while building your technical knowledge and troubleshooting skills. Reporting to the Manager-IT, you’ll work alongside the IT team to keep technology running smoothly and help create a great internal service experience.

Requirements

High school diploma or equivalent required
Basic experience with Microsoft Windows, Microsoft 365, desktop hardware, printers, mobile devices, and common business applications.
Strong customer service and communication skills with the ability to explain technical information in an approachable way.
Strong troubleshooting, organization, attention to detail, and problem-solving skills.
Ability to learn new technologies quickly, follow established procedures, and know when to escalate an issue.
Ability to prioritize multiple requests and work effectively in a collaborative team environment.
Ability to travel between Credit Union locations and participate in an on-call rotation.
Ability to lift and carry equipment weighing up to 50 pounds and perform physical tasks associated with technology support, including moving and installing equipment, climbing ladders, and running cable.

Nice To Haves

associate degree or technical training in Information Technology, Computer Science, or a related field preferred.
1–2 years of experience providing technical, desktop, Help Desk, or related customer support preferred.
Familiarity with Help Desk ticketing systems and remote support tools preferred.
Basic understanding of networking concepts, cybersecurity practices, and technology troubleshooting.
Familiarity with AI-enabled workplace technologies and responsible data privacy, security, and acceptable-use practices preferred.

Responsibilities

Provide first-level technical support for desktop hardware, software, Microsoft 365, business applications, network connectivity, phones, printers, and other technology resources.
Respond to employee technology questions and requests through in-person, remote, phone, and Help Desk support.
Troubleshoot and resolve common hardware, software, connectivity, printing, and application issues, escalating more complex problems when needed.
Install, configure, maintain, and troubleshoot workstations, laptops, mobile devices, printers, scanners, phones, and other end-user equipment.
Assist with user account maintenance, password resets, Microsoft 365 access, application permissions, and other basic user provisioning activities in accordance with established security practices.
Accurately document incidents, troubleshooting steps, resolutions, and user requests in the Help Desk ticketing system.
Assist with technology deployments, equipment refreshes, software installations, system upgrades, and other IT projects.
Provide guidance to employees on technology tools, applications, cybersecurity practices, and responsible use of AI-enabled workplace technologies.
Maintain knowledge of Credit Union systems, technology standards, security practices, and common business applications.
Identify recurring issues and share observations with the IT team to help improve support processes and the employee technology experience.
Participate in Help Desk operational activities and support technology maintenance as needed.
Participate in the department’s rotating on-call schedule and provide after-hours support as required.