IT Help Desk Technician I

Provide Level 1 technical support to staff by phone, email, and live chat. Troubleshoot applications, hardware, networks, communications systems, and end-user devices; document and track tickets, resolve issues or escalate them, and follow through with users. This role supports reliable technology services at a credit union., * Serve as the first point of contact for staff seeking technical assistance by phone, email, or live chat.

• Troubleshoot hardware, software, network, communication, and end-user device issues using diagnostic techniques.
• Enter, document, monitor, and track service desk tickets through resolution.
• Escalate unresolved issues to the appropriate support team and coordinate with engineering staff to identify root causes.
• Communicate incident and request status to staff and follow up after completion.
• Install, maintain, repair, and upgrade computer software and support ongoing technology maintenance.

• Help desk ticketing systems
• Level 1 technical support
• Remote troubleshooting
• Computer hardware support
• Software installation and maintenance
• PC and peripheral support
• Network support
• Telecommunications support
• Incident documentation
• Diagnostic techniques