IT Support Technician I

The IT Support Technician I is an IT role that will be responsible for the first level technical support of users, hardware and processes of the Credit Union. The IT Support Technician I will provide troubleshooting and support as well as configuration and installation of new devices using established procedures and protocols. Additional responsibilities include providing end-user support services, troubleshooting assistance, equipment imaging/deployment, infrastructure support, IT audit program support, and problem resolution. The IT Support Technician I will respond to helpdesk requests and/or visit user locations, exhibiting ownership and timely resolution of problems to ensure minimal disruption to business operations., * Answers help desk questions via phone, e-mail or in person and performs analysis and troubleshoots to resolve problems.

• Manage requests to ensure that the help desk queue is current, and all tickets are assigned to the appropriate technicians.
• Maintains sufficient working knowledge of end user software and hardware to assist with problem resolution.
• Utilizes and updates internal knowledge base of documentation regarding credit union hardware/software installation/maintenance/troubleshooting as it relates to Help Desk inquiries.
• Responsible for coordinating with other resources within the Credit Union to resolve Help Desk requests.
• Keeps users informed of the status of requests and notifies all involved parties when tickets are opened and closed.
• Assumes responsibility of primarily IT related issues by establishing and maintaining professional business relations with end users and outside vendors .

IT PROCUREMENT/DECOMISSIONING

• Receives procurement requests from end users and IT staff, obtains quotes, and coordinates response with appropriate IT staff.
• Responsible for proper disposal of IT assets in compliance with the Credit Union’s Information Security Standards and Procedures.

IT AUDIT PROGRAM

• Performs basic audits as specified by the IT Audit Program. Areas to cover include active directory user audits, active directory computer audits, software compliance audits, and network audits.
• Assists CIO with asset vulnerability management.

OTHER DUTIES

• Remains compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act.
• Ensures compliance with Credit Union standards and make recommendations as needed.Responsible for any additional duties and/or responsibilities as assigned.

Do you have experience in Vendor relationship building?, Do you have a Associate’s degree?, * Associate’s degree in a related field

• 3+ years’ experience with progressive help desk experience
• Equivalent combination of education and experience.
• A CompTIA A+ certification is a plus.
• Strong problem-solving skills and the ability to think creatively to find a new solution.

This position is eligible for hybrid work. The ability to work in a hybrid/remote position is based on work performance and ability to create and maintain engaging work relationships.