Help Desk Technician I

Description

What You'll Do

As Help Desk Technician I, you will provide frontline technical support to UCCU employees and help ensure that computer systems, applications, phones, printers, and other technology operate reliably and efficiently. You will install and maintain equipment, troubleshoot technical issues, support users, document solutions, and escalate significant or recurring problems to the appropriate Information Technology personnel.

• Serve as a primary point of contact for the IT Help Desk by answering support calls, documenting issues, resolving problems whenever possible, assigning issues to the appropriate IT personnel, and following through to completion.
• Set up, install, configure, maintain, and support PCs, virtual desktop infrastructure, servers, printers, phones, and other technology devices.
• Troubleshoot hardware, software, operating system, network connectivity, phone system, and peripheral-related issues.
• Test system and equipment performance, identify operating problems, and implement or recommend appropriate solutions.
• Administer and support users through Microsoft cloud administration services and other assigned systems.
• Create and maintain user accounts, computers, servers, and other network devices as assigned.
• Help maintain local and remote data communications and escalate service interruptions or recurring connectivity issues.
• Monitor scheduled processes and help ensure the successful completion of daily, monthly, Core, and other assigned processing activities.
• Monitor system integrity, performance, and availability, notifying management and appropriate IT personnel of significant or recurring problems.
• Log service requests with technology vendors and coordinate follow-up as needed.
• Maintain accurate technical documentation, support records, activity reports, and other required documents.
• Respond promptly to employee support requests and provide clear updates regarding issues, project status, anticipated resolution, and deadlines.
• Provide technical assistance, guidance, and training to employees so they can effectively use UCCU’s systems and technology.
• Serve as a technical resource and consultant to employees.
• Build effective working relationships with employees, Information Technology personnel, management, and external vendors.
• Recommend improvements to technology, equipment, processes, and procedures when opportunities are identified.
• Assist Information Technology personnel with operational needs, projects, and other assignments.
• Attend and participate in meetings and committees as required.
• Stay informed about changes in technology, systems, and applications relevant to the position.
• Maintain a clean, secure, and well-organized work area.
• Complete special projects and other related duties as assigned.

Who You Are

You have a high school diploma or equivalent, with college coursework in computer science, information technology, or a related field and relevant technical certifications or equivalent training preferred. You bring approximately one year of experience in technical support, help desk, or a related position, or an equivalent combination of education and training, along with a practical understanding of PC hardware, operating systems, printers, phones, and common workplace technology. You can learn and support UCCU’s systems, applications, and operational processes; apply strong troubleshooting and problem-solving skills; and work effectively both independently and as part of a team. You communicate technical information clearly in writing and verbally to employees with varying levels of technical experience and are patient, service-oriented, and comfortable assisting and training others.

You are organized, dependable, attentive to detail, and able to manage multiple support requests while maintaining accurate documentation and timely follow-up. You can interpret technical instructions, adapt when procedures are not fully standardized, and perform the essential duties of the position, including regularly using computers and other office equipment, performing repetitive hand and wrist movements, and occasionally exerting up to 10 pounds of force. You can also work effectively in a typical office environment without hazardous or significantly unpleasant conditions.

What Success Looks Like

Success in this role means computer systems, equipment, and applications are installed and maintained accurately, effectively, and on schedule. Employee technology issues are promptly acknowledged, thoroughly documented, and resolved or escalated appropriately, with clear communication, dependable follow-up, and respectful technical support. Problems are accurately identified, recurring or significant issues are communicated to management and the appropriate IT personnel, and assigned tasks, scheduled processes, and operational responsibilities are completed according to established standards, policies, and procedures. Systems and technology operate efficiently, equipment is maintained appropriately, and downtime is minimized.

Help desk tickets, technical documentation, activity records, and required reports are accurate and completed on time. Strong working relationships are maintained with employees, Information Technology personnel, management, and vendors, while technical knowledge continues to grow through hands-on experience, training, and awareness of changes in technology. Recommendations are provided when opportunities exist to improve systems, support processes, equipment, or the employee experience. Sensitive information, accounts, systems, and equipment are handled securely and responsibly, and a regular and predictable schedule is maintained.

Compensation

Compensation will be based on experience, qualifications, and market alignment. The total package includes a competitive base salary, annual incentive opportunity tied to personal and organizational performance, and comprehensive benefits consistent with UCCU's commitment to its employees.

Why UCCU

Founded in 1955 by a BYU faculty member and six colleagues with just $5 each, UCCU began on a campus stair landing with its assets kept in a cast-iron tub. Seventy years later, Utah Community Credit Union has grown into one of the nation’s fastest-growing credit unions, serving more than 185,000 members with over $3 billion in assets and a clear vision to reach $10 billion by 2033.

What has remained constant is UCCU’s founding philosophy: people helping people. As a not-for-profit, member-owned institution, UCCU is committed to helping members improve their financial strength, achieve their goals, and love where they bank. Today, that mission is matched by a deliberate growth strategy, strong leadership, and a culture built on honesty, service, respect, fiscal responsibility, and investment in people.

For the right person, UCCU offers more than a place to work—it offers a chance to be part of something growing, purposeful, and deeply rooted in helping people thrive. Here, every role matters. Every contribution helps strengthen members, support communities, and shape the future of a trusted, member-owned institution. UCCU looks for people who want to grow as leaders in every part of life—from the boardroom to the family room, and from the bank to the backyard—while building something meaningful together.

Equal Opportunity Employer
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