IT Support Administrator I - Middletown, NY

Join Heritage Financial Credit Union as IT Support Administrator I

Do you enjoy helping people solve technical issues quickly and professionally in a fast-paced environment?


Are you looking for an IT role that doesn't just solve today's problems, but actively builds your future in technology?


The IT Support Administrator I provides first-line technical support to ensure employees can stay productive and technology runs smoothly across all locations. This role also includes hands-on desktop support, ticket management, and basic systems administration in a fast-paced helpdesk environment.


If you thrive on solving technical problems, enjoy helping people stay productive, and want a role where you can grow your IT skills into enterprise systems and infrastructure over time, then this is for you.


Here's a little about us : Heritage Financial Credit Union is a member-owned financial institution that is committed to helping our members achieve their financial goals and building a stronger community. We believe that everyone deserves access to affordable financial services, and we are dedicated to providing our members with the tools and resources they need to achieve their financial dreams. Our vision is to be the leading financial institution in the communities we serve, and we are committed to creating a culture of excellence where our employees can thrive. We believe in creating a workplace where everyone feels valued and respected, and where we can all work together to achieve our goals. We recognize that our employees are our most important asset, and we are committed to providing them with the training, development, and opportunities they need to succeed.

Our Core Values: Experience: Go Above Expectations; Create Positive Moments; Personally Acknowledge Service: Deliver As One Team; Stay A Step Ahead; Guide With Product Expertise Integrity: Do What's Right; Speak the Truth; Own Our Actions People: Grow Together; Respect Every Voice; Build Trusting Relationships; Strengthen Culture & Community POSITION PURPOSE
The IT Support Administrator is responsible for providing first-line technical support to HFCU employees to ensure end users can effectively perform their business functions. This role delivers responsive, professional helpdesk services including call handling, ticket management, basic systems administration, and hands-on desktop support across branch and office locations.

This position offers strong growth opportunities, including exposure to and support of technologies such as VDI environments, Citrix, VMware vSphere, server infrastructure, core domain services, network and telephony systems, security initiatives, and system analyst functions. Prior knowledge in these areas is beneficial but not required.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Provide first-level technical support by responding to helpdesk requests via telephone, email, chat, and ticketing systems in a courteous, professional, and timely manner.
2. Build rapport with end users, gather and analyze problem details, and work toward effective first-call or first-contact resolution when possible.
3. Log, track, prioritize, and update all helpdesk tickets while troubleshooting issues related to end-user computing, Windows applications, VDI environments, and infrastructure-supported services.
4. Perform basic systems and domain administration tasks including Active Directory user and group management, Group Policy support, intranet maintenance, and application account provisioning.
5. Assist with administration and troubleshooting of telephony systems, including handset and softphone support, basic user configuration, and issue escalation.
6. Accurately document troubleshooting steps, resolutions, and outcomes to support reporting, trending analysis, and root cause identification.
7. Assist with the deployment, testing, and support of operating system updates, patches, drivers, and software applications.
8. Install, configure, and support endpoint hardware including desktops, laptops, peripherals, and cabling in office locations, computer rooms, and branch environments.
9. Learn and maintain working knowledge of supported hardware, software, systems, and services utilized within the organization.
10. Collaborate with System Administrators and other IT staff to enhance the end-user computing environment, including physical and virtual desktop images.
11. Coordinate with hardware and software vendors to support issue resolution, maintenance, upgrades, and enhancements.
12. Perform hands-on desktop support including hardware replacement, software installation, imaging, and peripheral setup.
13. Produce regular helpdesk metrics and reports including ticket volume, response time, resolution time, and completion rates.
14. Develop and maintain technical documentation, procedures, and end-user guides to support consistent service delivery and knowledge sharing.
15. Assist with technical tasks related to key business initiatives, infrastructure upgrades, and IT projects as assigned.
16. Participate in training and self-guided learning to expand technical and business application knowledge relevant to the role.
17. Travel to branch and remote office locations as required to provide on-site support.
18. Participate in evening, weekend, and on-call support rotations as needed.
19. Support and collaborate with IT department colleagues to meet operational and project objectives.
20. Demonstrate a strong desire to learn, grow professionally, and take on increased responsibilities as skills develop.
21. Perform other duties as assigned.
22. Travel to various Credit Union locations required as needed.
23. May require evening, weekend, and on-call work as needed.
24. Assist department co-workers as needed.
25. Performs additional duties as assigned.

Requirements

EDUCATION/CERTIFICATION:

Formal college education is not required. Candidates may qualify through a combination of relevant professional experience, technical training, and/or industry-recognized certifications. An Associate or Bachelor's degree in Computer Science, Information Technology, Helpdesk Administration, Systems Administration, or a closely related field is preferred but not required. Industry-recognized certifications such as CompTIA A+, Network+, Server+, Security+, CCNA, MCP, CISSP, or equivalent technical certifications are a plus.

KNOWLEDGE:

• Working knowledge of virtualized environments, including VMware and/or Citrix, or demonstrated aptitude and willingness to learn these platforms.
• This position requires the employee to gain a working knowledge of Bank Secrecy Act (BSA) requirements as they relate to IT operations. The employee will comply with all applicable requirements and cooperate with the designated BSA Officer to ensure compliance.
• Understanding of IT security concepts, change management practices, and documentation standards in a regulated environment.
• Working knowledge of Active Directory, user and group administration, and basic networking concepts and protocols.

EXPERIENCE:

• 1-3 years of experience in IT support, helpdesk administration, and basic systems, domain, or infrastructure support.
• Proficiency in troubleshooting and supporting endpoint hardware, including desktops, laptops, printers, monitors, and peripherals.
• Ability to support and troubleshoot Microsoft Windows desktop operating systems and common business applications.
• Familiarity with Microsoft Windows desktop and server operating systems.
• Proficiency with Microsoft Office and Microsoft 365 (O365) applications.

SKILLS/ABILITIES:

• Strong customer service orientation, with a commitment to delivering professional, timely, and effective technical support.
• Effective analytical and troubleshooting skills, with the ability to diagnose issues, identify root causes, and determine appropriate resolutions or escalation.
• Ability to prioritize tasks and manage time effectively in a dynamic, service-oriented environment.
• Clear and professional verbal and written communication skills, capable of conveying technical information to users with varying levels of technical knowledge.
• Sound judgment and decision-making skills, using logical reasoning and supporting recommendations with relevant data.
• Strong interpersonal and collaboration skills, including the ability to work well with peers, vendors, and users across the organization.
• Attention to detail with the ability to document procedures, solutions, and technical knowledge accurately.
• Demonstrated desire to learn, adapt, and grow professionally, taking initiative to expand technical capabilities over time.

What's in it for you?

Salary: $53,860 - $67,300 per year (depending on experience)

Benefits:

- Paid Time Off & Paid Federal Holidays

- Medical, Dental, Vision & Life Insurance

- Employee Assistance Program

- Flexible Spending Accounts (FSA)/Health Savings Accounts (HSA)

- Supplement Benefits: Critical Illness Care, Identity Theft Protection, Pet Insurance, Legal Services


- BenefitsPlus+ perks program (travel, entertainment, gift cards and so much more)

- CareNet - benefits concierge service

- 401(k) with 5% Employer Match

- Educational Assistance

- Paid Time to Volunteer

- HFCU Logo-wear (that our employees wear with pride!)

Equal Opportunity Statement

Employment at our Credit Union is based upon merit, ability, and qualifications. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.