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# IT Service Delivery & Help Desk Specialist

- **Company:** BELLWETHER COMMUNITY CREDIT UNION
- **Location:** Manchester, NH, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** JIRA, Microsoft Office, Software Engineering, ServiceNow IT Service Management, Information Technology, Workday, Servicenow
- **Published:** October 13, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ac0201032f9debba

## About the Role

* High school diploma plus post-secondary coursework in Information Technology or at least two years of related experience in IT service delivery, Help Desk supervision, or desktop support.
 * Working knowledge of ITSM best practices, such as ITIL.
 * Hands-on experience with endpoint deployment, configuration, troubleshooting, and upgrades.
 * Experience administering an IT ticketing/ITSM platform, including configuration and reporting. Experience with platforms such as ServiceNow, Freshservice, or Jira Service Management is valuable.
 * Experience with IT asset management and inventory reporting.
 * Proficiency with Microsoft Office applications.
 * Ability to manage multiple priorities and projects while working independently.
 * Valid driver's license and ability to travel to off-site locations as needed.

Preferred:

 * ITIL Foundation certification

The position involves a mix of desk-based and hands-on technical work. You should be comfortable sitting for approximately 50% of the workday, as well as standing, walking, bending, squatting, twisting, reaching, and kneeling. Occasional lifting of up to 50 pounds is required.

## Description

In this role, you'll partner closely with the IT Manager to prioritize and resolve service requests and incidents, manage our IT ticketing/ITSM platform, support employee endpoints, and maintain accurate IT asset records. You'll be both a hands-on problem solver and a key contributor to making our IT service delivery more consistent, efficient, and measurable., * Partner with the IT Manager to prioritize and resolve Help Desk tickets, service requests, and incidents using ITSM best practices.

 * Oversee day-to-day Help Desk operations, including triage, escalation, coverage, and ticket grooming.
 * Respond to employee questions and issues involving IT systems, applications, hardware, and software.
 * Respond to emergencies and system failures and participate in the IT on-call rotation.

Manage Our ITSM & Ticketing Platform

 * Serve as the business and technical owner of the Credit Union's IT ticketing/ITSM system.
 * Configure workflows, queues, categories, and other system components.
 * Continuously improve ticketing processes and service delivery workflows.
 * Create and distribute reports covering ticket volume, SLA compliance, aging, trends, and other key service metrics.

Provide Hands-On Technical Support

 * Deploy, configure, troubleshoot, and upgrade desktops, endpoints, operating systems, and software.
 * Provide direct technical support to Credit Union employees.
 * Diagnose and resolve hardware and software issues while delivering a positive employee experience.

Own IT Asset Management

 * Maintain accurate, audit-ready IT asset inventory throughout the entire asset lifecycle.
 * Manage asset deployment, tracking, reporting, and disposal.
 * Ensure asset records remain current and support audit and compliance requirements.

Document, Improve & Collaborate

 * Create and maintain procedures and documentation for Help Desk, ticketing, and asset management processes.
 * Serve as a resource to other IT team members by sharing knowledge, documentation, and guidance.
 * Identify opportunities for improvement and make recommendations to management.
 * Manage position-related projects and contribute to other IT initiatives as assigned.
 * Support the Credit Union's mission by providing excellent service to both members and employees.
 * Understand and comply with applicable BSA/AML requirements.