Help Desk Technician

Job Details

Description

JOB TITLE: Help Desk Technician

REPORTS TO: AVP of Information Technology

SUPERVISES: None

EXEMPTION STATUS: Non-Exempt

PRIMARY FUNCTION: Serve as the first point of contact for incoming service tickets, providing triage, troubleshooting, and resolution support for internal users experiencing issues with credit union applications and systems.

Essential Functions

• Respond to reported IT issues, assessing and addressing user concerns promptly.
• Categorize and prioritize service tickets to ensure efficient resolution. Collaborate with internal teams to resolve issues and facilitate a seamless end-user experience.
• Utilize help-desk software to track, document, and resolve technical issues.
• Provide advanced support for Windows systems for all TFCU staff and board-level volunteers.
• Oversee daily operations of systems, including infrastructure monitoring, workstation patching and reporting, and core functionality.
• Maintain and update technical documentation and knowledge base articles for staff reference.
• Deploy workstations and other equipment as needed.
• Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Maintain member and TFCU privacy and confidentiality.
  
  

Other Duties/Responsibilities

• Ability to collaborate and communicate effectively with all levels of the Credit Union.
• Troubleshoot mobile device TFCU application issues as requested by users. (i.e. UKG, Microsoft Authenticator)
• Research and recommend technology solutions and equipment based on analysis of help desk tickets user needs.
• Gain and retain a high-level knowledge of all TFCU policies and procedures.
• Adhere to TFCU’s attendance and punctuality policy.
• Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.
• Engage in behavior that aligns with the credit union’s cultural beliefs.
  
  

Knowledge, Skills And Abiliities

Education: High school diploma or its equivalent required.

Experience: Demonstrated troubleshooting skills. Financial Services experience preferred.

Certification: CompTia A or equivalent preferred.

Qualifications

• Strong communication skills including the ability to listen attentively to end-users, assess their needs, and provide timely and effective solutions.
• Proficient in troubleshooting a wide range of technical issues, with the ability to quickly diagnose root causes and implement solutions.
• Demonstrated ability to identify when expert escalation is needed and collaborate effectively with specialists to resolve complex problems.
• Ability to maintain a sense of ownership while receiving guidance in resolving technical issues, ensuring issues are resolved to completion.
• General knowledge of network infrastructure, internet protocols, file maintenance, user management, and systems used within the organization.
• Service-oriented mindset with strong empathy and patience, focusing on understanding and meeting the needs of users.
• Experience with Windows 10/11 Enterprise, including event logging, device management, and networked environment configurations.
  
  

Availability: Monday through Saturday with the ability to work off-hours when required. On-call rotation for off-hour monitoring of systems.

Must have a valid driver’s license and working vehicle to travel to credit union branches and facilities and be willing to submit for reimbursement of out-of-pocket expenditures.

Physical Demands: The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation.

• Sit, Stand, Walk and Bend: While performing the duties of this job, this position is regularly required to sit, stand, and walk inside an office building and TFCU branches. Bending is also sometimes required to reach low cabinets and drawers.
• Use of Hands/Fingers: To operate a computer, keyboard, mouse, and other office machinery such as, but not limited to: printers, copy machines, and other equipment. Additionally, this position is frequently required to sit and reach with hands and arms. 3. Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.
• Lifting: The ability to occasionally lift up to 25 lbs. is required for this position.
  
  

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, and working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about the value of the job. This job description does not create or constitute the terms of a contract of employment, commitment, or guarantee of employment; TFCU is an "employment at will employer."

Original: January 29, 2025