Northeast Credit Union - Portsmouth, NH
posted 2 months ago
Full-time - Entry Level
Hybrid - Portsmouth, NH
Credit Intermediation and Related Activities
About the position
The Service Desk Technician II role at Northeast Credit Union involves providing technical support to staff experiencing difficulties with IT applications, products, or services. This position serves as a liaison between users and IT staff, handling inquiries via phone, email, or trouble tickets, and participating in various IT projects. The technician will work in different service desk roles, ensuring adherence to documented processes and providing timely resolutions to technical issues.
Responsibilities
- Assist Northeast staff with procedural or operational difficulties related to IT applications, products, or services.
- Handle telephone, email, or trouble ticket inquiries to resolve or escalate IT systems issues.
- Act as a liaison between the requester and IT staff or vendors when necessary.
- Participate in projects as a resource or liaison between IT teams and business units.
- Perform various service desk roles such as ticket intake, technical support, asset management, and branch services.
- Provide assistance through phone, email, and ticket management systems.
- Perform password resets and recertify Multi-Factor Authentication (MFA).
- Determine incident scope and impact quickly and accurately.
- Respond to incidents and requests escalated from Tier 1 support.
- Triage issues using various troubleshooting techniques.
- Accept ownership of and follow up on open issues until resolution.
- Install software and make configuration changes as needed.
- Escalate issues to managers as necessary.
Requirements
- Solid understanding of software, hardware, and basic knowledge of TCP/IP.
- Experience with and administration of Microsoft Office 365 (Teams, Teams Voice, Teams Rooms, SharePoint, One Drive, Exchange Online, etc.).
- Working understanding of Microsoft's Modern Desktop solutions (Hybrid Domain Join, Intune, Autopilot, etc.).
- Experience with MacOS and/or Jamf is a plus.
- Ability to work independently.
Nice-to-haves
- Experience with MacOS and/or Jamf.
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- Opportunities for advancement
- Paid holidays
- Paid time off
- Profit sharing
- Employee loan discount
- Student loan/tuition assistance program
- Comprehensive medical/dental/vision
- Weekly paychecks
- Participation in the Annual Incentive Plan
- Continued training and advancement opportunities
- Balanced/Predictable schedule
- Local Volunteer Opportunities
- Company Outings and annual Summit
- Hybrid work environments
