IT Service Desk Technician

Description

We are Addition Financial, a member-owned, not-for-profit financial cooperative, offering comprehensive financial solutions that help members achieve their financial goals. Shareholder profits don't drive us and never have. Since 1937, we've been on a mission to bring financial success and education to everyone and make a positive impact in the lives of our members and the communities we serve. And we want your help to make that happen. We're looking for people who not only want to do meaningful, challenging work, but who also have a heart for service. If this sounds like you, keep reading and we'll dive into the specifics!

The IT Service Desk Technician plays a crucial role in our IT Services team, responsible for managing and resolving Tier 2 service requests. This position involves providing technical support, ensuring customer satisfaction, and serving as a key resource for complex issues. The Technician will also collaborate with cross-functional teams to enhance service delivery and contribute to continuous improvement initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

· Respond to incoming service requests via chat, phone, email, or ticketing system.

· Maintain detailed records of incidents and resolutions in the IT Service Management (ITSM) system, ensuring accurate tracking and reporting.

· Diagnose and troubleshoot hardware issues for team members, including desktops, laptops, and mobile devices.

· Provide support for operating systems, applications, and network connectivity.

· Escalate unresolved issues to higher-level support staff when necessary.

· All User Administration including onboarding/offboarding of team members by setting up accounts and configuring devices.

· Maintain inventory of IT equipment and software licenses.

· Contribute to the development and improvement of knowledge base articles and support documentation.

· Participate in IT projects, such as system upgrades and implementations.

· Participate in team meetings.

OTHER DUTIES AND RESPONSIBILITIES

· Pursue relevant certifications and continuing education opportunities to further professional development in IT support and related areas.

· Engage in mentorship programs or peer-to-peer learning opportunities within the organization to foster collaboration and knowledge sharing.

Requirements

  Education: 

· High School Diploma or equivalent.

Experience

· 2 Years of IT Service Desk Experience

· Proficient in Windows and Mac operating systems, Microsoft Office Suite, and common enterprise applications.

· Familiarity with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, JIRA, ServiceDesk ).

· Proficient knowledge of networking concepts and troubleshooting.

· Proficient knowledge of Microsoft system administration tools.

OTHER CHARACTERISTICS OF THE POSITION: 

Physical Demands: 

· Ability to sit for extended periods while using a computer.

· Occasional lifting of IT equipment (up to 40 lbs).

· Frequent use of hands to operate computer and office equipment.

· Ability to stand for extended periods when assisting users or during training sessions.

· Bending, reaching, and squatting may be required to troubleshoot hardware in various office environments.

· Must have the ability to see details at close range (within a few feet) and the ability to adjust focus when working with computers and other equipment.

· Occasional travel may be required to support remote offices or off-site locations, including local travel within the service area.

Mental Demands: 

· Strong problem-solving skills with the ability to think critically and analytically under pressure.

· Emotional resilience to navigate challenging situations and customer interactions.

· Ability to demonstrate empathy towards users, understanding their frustrations and needs.

· Capacity to handle moderate stress levels while maintaining professionalism and composure.

· Ability to handle multiple tasks and prioritize effectively.

· Excellent verbal and written communication skills.

· Capacity to work in a fast-paced environment while maintaining attention to detail.

Working With Us:

We’re continually recognized as a top employer because we understand people like you want more out of your career. Like making a difference in people’s lives and in the community. Being part of a team that supports each other. Feeling good about the time you spend at work each day. And being able to balance your life while also earning a competitive base salary and benefits, including:

• 401k with profit sharing contribution
• Comprehensive medical, dental and vision coverage from leading insurance providers
• Continuing education and up to $5,000 in tuition assistance annually
• Generous vacation and sick pay
• Paid parental leave and volunteer time off
• Major holidays off including Federal holidays that many other industries don't observe
• Credit union benefits including reduced consumer/mortgage loan rates, free checks, and other financial services discounts

At Addition Financial, we accept you for who you are. We are an equal opportunity employer and do not discriminate based on race, color, creed, religion, national origin, sex, marital status, age, or disability/handicap with regards to recruitment, selection, placement, promotion, wages, benefits, and any other areas of employment. Personal perspectives and beliefs are what helps our team members, and our company, grow as a whole and we seek to nurture that inclusiveness. We welcome our team member’s diverse viewpoints and work together so that everyone’s voices are heard. So, if you’re ready to take your career to the next level, Count Us In®.