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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Technician - **Company:** Northwest Federal Credit Union - **Location:** Herndon, VA, United States - **Salary:** $44,554.0 - $75,858.0 - **Contract:** Permanent contract - **Skills:** Cyber Security, Linux, Identity and Access Management, Windows Search, Virtual Desktops, Office Suite, Information Technology, Hardware Infrastructure - **Published:** July 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=956b65b91575b1c4 ## About the Role * High school diploma or equivalent * One year of IT troubleshooting experience preferred; experience working in a high volume call center environment may be substituted for relevant experience * Experience in the following IT troubleshooting areas preferred: Identifying, connecting, and troubleshooting hardware components and devices * Installing and supporting Microsoft Windows desktop operating systems and Office applications * Identifying network types, standard protocols, and troubleshooting connectivity issues * Standard IT Security practices and applicable data privacy practices and laws * General Understanding of the following is preferred: IT Service Management processes * Microsoft Domain Services * Virtual Desktop Interface (VDI) technologies * Linux and/or open source technologies * Unified Communications technologies * Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely * Ability to review and analyze or interpret data and documentation and to make decisions regarding subsequent actions * Effective oral and written communication skills * Ability to demonstrate new skills as required by the organization after sufficient time and training to support an evolving environment * Ability to write technical documentation * Ability to interact effectively with all levels of the organization and/or with members ## Description The IT Service Desk Technician I is a full-time position and operates as a member of Service Desk team within the IT Infrastructure group. The position's role is to serve as the primary point of contact between users and IT service providers. To accomplish this the IT Service Desk Technician I manages incidents and service request, access management request, and also handles communication to users across the organization. Where applicable, the IT Service Desk Technician I will assist in overseeing the security, integrity, and safety of the desktop infrastructure. The primary objective of these activities is to deliver value, via highly available IT Services, to the member owners of Northwest Federal Credit Union. Responsibilities: * Categorize and prioritize incoming calls and self-service submissions to the IT Service Desk to ensure user and member needs are addressed in a timely and effective manner, and in accordance to established Service Level Agreements (SLA's) * Create tickets within the IT Service Management System that contain all required and pertinent information * Provide direct user support to resolve incidents and complete service requests * Document actions performed to resolve the issue within the ticket, and when necessary create new Knowledge Base Articles (KBA's) for future use by other technicians * Perform post-resolution follow ups with senior level help desk personnel as required * Complete access management requests for user on-boarding, transfers and separations * Escalate tickets as necessary to IT service providers. Escalated tickets should include notes that outline what troubleshooting steps were performed, and the results of those actions, prior to escalation * Identify and report trends which impact IT service levels to management * Assist in producing monthly IT service level reports * Assist in imaging new workstation hardwareAssist in the management of corporate cellular devices * Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA) ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [One Platform Could Not Fit Them All](https://www.wearedevelopers.com/videos/1919-one-platform-could-not-fit-them-all) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [9 Ways to Make Money Hacking](https://www.wearedevelopers.com/magazine/333-9-ways-to-make-money-hacking) - [Does The Tech Industry Have The Best Work-life Balance?](https://www.wearedevelopers.com/magazine/427-does-the-tech-industry-have-the-best-work-life-balance)