Help Desk Support Specialist

This role serves as the frontline resource for all incoming technical support requests; ensuring employees receive timely, professional, and effective assistance. This role is responsible for managing the full lifecycle of helpdesk tickets, from initial intake to resolution, while maintaining a strong customer-service focus. The specialist supports core IT operations by onboarding and off-boarding employees, imaging and configuring laptops and desktops, installing and updating end-user software, and troubleshooting a wide range of hardware and software issues., * 1st point of contact for all helpdesk tickets

• Employee account onboarding and off-boarding
• Computer imaging, configuration, and deployment
• Troubleshoot hardware and software issues
• Install and patch end-user software
• Create IT documentation and create end-user instructions
• Travel to branch locations on a fixed rotation and as needed

• High School Diploma - Required
• General Education Degree (GED) - in lieu of H.S. Diploma - Required

Experience:

• 1-2 years Customer Service - Required
• Bachelor’s Degree in Computer Science, Information Systems related fields - Preferred
• Experience providing technical support in a helpdesk setting, 0-2 years - Preferred
• Knowledge of Windows operating systems including imaging, configuration, and deployment, 0-2 years - Preferred
• Experience creating documentation, knowledge-based articles, or end-user instructions, 0-2 years - Preferred, Customer Service & Communication
• Demonstrates a strong customer-service mindset, responding to user needs with patience, clarity, and professionalism.
• Communicates technical information in a way that is easy for non-technical users to understand, both verbally and in writing.

Task Management & Prioritization

• Manages multiple support requests simultaneously while maintaining accuracy and attention to detail.
• Prioritizes tasks effectively based on urgency, impact, and established processes, ensuring timely resolution of issues.

Technical Troubleshooting & Problem-Solving

• Applies analytical thinking to diagnose and resolve hardware, software, and system issues efficiently.
• Uses structured troubleshooting methods to identify root causes and implement effective solutions. Documentation & Knowledge Sharing
• Creates clear, user-friendly documentation, instructions, and knowledge-base articles that support consistent service delivery.
• Contributes to continuous improvement by documenting solutions and sharing insights with the team. Professionalism & Reliability
• Maintains a dependable, customer service-oriented presence and follows established procedures consistently.
• Shows adaptability and a willingness to learn new technologies, tools, and processes.

Salary Range per hour, depending on experience and qualifications

• $20.40 - $31.04

Benefits at MECU Credit Union

At MECU, we prioritize the well-being and growth of our employees by offering a comprehensive benefits package that includes but not limited to:

• Medical, Dental, and Vision Coverage: Plans are available for both employees and their families to ensure comprehensive health coverage.
• 401(k) Plan with Employer Match: Secure your financial future with our competitive 401(k) plan, including an employer match to help you save more for retirement.
• Company-Paid Insurance: We provide company-paid short-term disability, long-term disability, and life insurance to give you peace of mind.
• Tuition Assistance: Continue your education and professional development with our tuition assistance program.
• Employee Assistance Program (EAP): Access confidential support for personal and professional challenges through our EAP.
• Parking Discounts: Enjoy discounted parking to make commuting easier.
• Long-Term Care Insurance: Prepare for the future with long-term care coverage options.
• Time Off: Take advantage of annual, sick leave, sick and safe leave to recharge and maintain a healthy work-life balance.

Join MECU and enjoy benefits that truly support you and your family.

Physical Demands:

While performing the duties of this position, the successful candidate is regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop or kneel.

Must regularly lift and/or move files and equipment up to 25 pounds and occasionally lift/move up to 40 pound objects. Specific vision characteristics required by this position include close vision, adjust focus, and view a computer screen for extended periods of time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services.

MECU’s success in empowering our members to improve their financial well-being and live better dates back to 1936. We seek service-oriented professionals that will be champions for our members, treat everyone with respect find ways to assist our members/co-workers and help our community be a better place to live.