Desktop Support Technician I

• Provides technical assistance with hardware, software, and network problems encountered by Credit Union staff. Uses structured troubleshooting methods to isolate user, device, network, application, permissions, and system-wide issues.
• Monitors and makes system updates/modifications to the Credit Union’s desktop systems.
• Evaluates, tests, and installs hardware and software.
• Facilitates exchange of information and advice among helpdesk staff.
• Assists in problem resolution, tracking, trending, and helpdesk ticket follow-up.
• Arranges for repair of equipment as required including warranty repairs.
• Images and deploys laptop and desktop computers.
• Collaborates with all staff to ensure effective problem resolution, attends meetings as required, stays current on technological advances.
• Provides supplementary training to end users on core/ancillary banking systems and other software.
• Ensures new employees have a good working knowledge of current Credit Union computer systems.
• Travels to branches within the Albuquerque area, Santa Fe, or Farmington to carry out the duties listed above.
• Performs other duties of a similar nature or level, as assigned.

Experience: Minimum one to three years of hands-on Service Desk, Help Desk, Desktop Support, or equivalent end-user technical support experience required. Experience working in a ticketing system and documenting troubleshooting steps, resolutions, and escalation notes required.

Education: Equivalent to an associate degree (AAS or AASCET in a relevant field). Technology certifications including CompTIA A+/Net+/Security+, HDI, ITIL, Microsoft Foundations, 365, CCNA, or Udemy are highly desired.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills:

• Support Skills: Exceptional customer service skills; Diagnosing end user problems in real time, including problem recognition, research, isolation and resolution steps; Routinely resolve less complex problems immediately, while managing complex tasks efficiently in a timely manner.
• Software: Familiarity with Windows 10 and 11, knowledge and ability to troubleshoot and correct desktop software problems; Extensive knowledge of Office 365 desktop and web-based applications, particularly Outlook. Knowledge and experience with specialized banking or Credit Union software a plus.

• Microsoft 365 and Active Directory required skills: o Password resets and account unlocks o Group membership updates o Basic file/folder permission troubleshooting o Outlook profile and connectivity troubleshooting o MFA/basic sign-in troubleshooting o Microsoft 365 desktop and web app support

• Hardware and AD: Ability to troubleshoot and repair PC computer hardware and network printers; Experience with Active Directory user administration; Experience with network file and folder security using Active Directory groups. Knowledge of Apple OS and Android mobile devices. Knowledge of current security policies and a keen understanding of current information security threats. Knowledge and experience with specialized banking or Credit Union hardware and peripherals a plus.
• Network: Understanding of TCP/IP networking and the ability to troubleshoot connectivity problems; understanding of network infrastructure equipment, switches, routers, APs, etc.

Physical Requirements: The employee is regularly required to sit, use hands to finger, handle, or feel, reach with hands and arms, talk and hear. The employee is occasionally required to stand, walk, balance, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to fifty (50) pounds. Specific vision abilities required by this job include close and far vision, color vision, and ability to focus.

U.S. Eagle Federal Credit Union is a local not-for-profit, very for-people place. We are a place that quietly does the right thing in a world that can’t stop talking about doing just that. At U.S. Eagle, you can make a big impact and help us create a world where people matter more than profit. At U.S. Eagle, you can make a big impact and help create a world where people matter more than profit. The Desktop Support Technician I is responsible for providing technical assistance and support related to computer systems, hardware, and software. They respond to queries, run diagnostic programs, research and implement solutions, and document processes for faster ticket resolution.