Lighthouse Credit Union - Portsmouth, NH
posted 2 months ago
Full-time - Entry Level
Hybrid - Portsmouth, NH
About the position
The Service Desk Tech II role at Lighthouse involves providing technical support to Northeast staff experiencing difficulties with IT applications, products, or services. The position serves as a liaison between staff and IT, addressing inquiries through various channels and participating in projects as needed. The role requires adherence to documented processes and procedures while managing incidents and requests effectively.
Responsibilities
- Assist Northeast staff with procedural or operational difficulties related to IT applications, products, or services.
- Respond to 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 appropriate.
- Participate in projects as a project resource or liaison between IT teams and business units.
- Perform password resets and recertify Multi-Factor Authentication (MFA).
- Quickly and accurately determine incident scope and impact.
- Respond to incidents and requests escalated from Tier 1 support.
- Triage issues using various troubleshooting techniques.
- Accept ownership of and promptly follow up on open issues through resolution.
- Install software and make configuration changes as needed.
- Escalate issues to managers as deemed necessary.
- Work independently and manage tasks effectively.
Requirements
- Solid understanding of software, hardware, and basic knowledge of TCP/IP and computer peripherals.
- Working understanding of Microsoft's Modern Desktop solutions (Hybrid Domain Join, Intune, Autopilot, etc.).
- Experience working with and administering Microsoft Office 365 (Teams, Teams Voice, Teams Rooms, SharePoint, One Drive, Exchange Online, etc.).
- Experience with MacOS and/or Jamf is a plus.
Benefits
- Employee loan discount
- Student loan/tuition assistance program
- Comprehensive medical/dental/vision coverage
- Paid time off (PTO) and paid federal holidays
- Weekly paychecks
- 401k plan with employer match/profit sharing
- Participation in the Annual Incentive Plan
- Continued training and advancement opportunities
- Balanced/Predictable schedule; all locations close at 5pm and on Sundays
- Opportunity to join employee-created Engagement Groups (e.g. Pride at Work, Women in Leadership, Book Club, Running & Walking)
- Local Volunteer Opportunities with employer-contributed Volunteer Day
- Company Outings and annual Summit
- Hybrid work environments
