IT Help Desk Technician

Job Description

Job Title: IT Help Desk Technician

FLSA Status: Non-exempt

Responsibilities:

Provide frontline technical support to internal staff via phone, email, or in-person, resolving hardware, software, and network issues efficiently and effectively.

Troubleshoot and diagnose IT problems, escalating complex issues to Tier 2 support when necessary, and ensuring timely resolution.

Assist with user account management, including password resets, account creation, and access permissions.

Install, configure, and maintain desktops, laptops, printers, and other IT peripherals.

Collaborate with other IT team members to deploy software updates, patches, and system upgrades.

Document and maintain accurate records of IT incidents, service requests, and resolutions using helpdesk ticketing systems.

Provide training and guidance to end-users on IT systems, applications, and best practices.

Assist with IT asset management, including inventory tracking and procurement.

Stay informed about emerging technologies and IT trends, proactively suggesting improvements to enhance operational efficiency and user experience.

Adhere to IT policies, procedures, and security protocols to ensure the confidentiality, integrity, and availability of data.

Requirements:

Solid understanding of desktop operating systems (Windows, macOS) and productivity software (Microsoft Office Suite, etc.).

Knowledge of networking concepts, protocols, and troubleshooting techniques.

Familiarity with Active Directory, Exchange, and other enterprise-level IT systems. Credit Union system familiarity is a plus.

Strong communication skills with the ability to convey technical information to non-technical users effectively.

Excellent problem-solving skills and a customer-oriented mindset.

Ability to work independently and collaboratively in a fast-paced environment, prioritizing tasks and managing time effectively.

IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

Commitment to upholding ethical standards and maintaining the confidentiality of sensitive information.

Pay:

Competitive salary, negotiable based on experience.

Benefits:

Generous benefits package including affordable medical, dental and vision coverage, paid holidays, vacations, 401(k) plan, employer profit sharing contributions and flexible spending accounts.

Ongoing training and professional development opportunities

A supportive work environment with opportunities for career advancement