IT - Help Desk and Desktop - IT Help Desk Coordinator

Job Title: IT Help Desk Coordinator
Status: Non-exempt
Reports to: Supervisor - IT Support
Department: IT - Help Desk and Desktop
Job Code: 1301
Pay Range: $26.27 - $27.50 Hourly
Location:

WHO WE ARE:
Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:
You are a customer-focused IT professional who serves as the trusted first point of contact for technical support and system access requests. You excel at troubleshooting technology issues, managing user access with a security-first mindset, and delivering timely solutions that support business operations. You are organized, responsive, and committed to providing exceptional service while maintaining compliance, protecting sensitive information, and continuously improving support processes and documentation.

WHAT YOU'LL DO:

• Provision and de-provision system access based on Role Bases Access Control with least privilege methodology. Work directly with department managers and business owners to create, modify, and remove access and document necessary approvals.
• Manage the on-going support for role-based access management for systems managed by Helpdesk.
• Perform periodic access review to identify exceptions and resolve system access discrepancies.
• Provide support for enterprise applications via phone, email, or ticketing system. Identify, troubleshoot, and escalate issues to appropriate areas of IT when necessary.
• Provide resolution and completion of end-user issues and requests within service level agreements.
• Prioritize and schedule tasks within Service Desk.
• Provide support for mixed platform environment: Win7, Win 10, IOS, tablets, laptops, desktops, and Audio/Video system.
• Provide helpdesk support to front line staff on banking hardware such as Cash Dispenser/Recyclers, Credit Card machine, Check Scanners, Printers, Pin pad, and multi-functions devices.
• Coordinate and/or perform hands-on fixes at tier2 level, including installing and upgrading software, installing hardware, configuring systems and applications on PCs, laptops, and mobile devices.
• Coordinate and/or perform hands-on fixes at tier2 level for network connectivity issues in a WAN/LAN, WIFI in an Enterprise environment.
• Maintain tables, parameters, and setting within the VMS Host System for terminals, desktop computers, printers, and cash dispensers.
• Develop and maintain internal procedures, technical documentations and build IT Support knowledgebase.
• Communicate all updates for proper maintenance of equipment to the appropriate staff.
• Keep management updated on outstanding issues that are not resolved in a timely manner in accordance with established escalation procedures.
• Develop, document, and implement operating procedures and conducts training as required.
• Develop and maintain a clear understanding of the business area needs and incorporating these needs into technical solutions by updating, developing, and maintaining a thorough knowledge of credit union procedures, products, service, and data processing systems.
• Properly escalates when user and system related security standards are not adhered to.
• Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Research and resolve system access support issues.
• Performs other job-related duties as necessary.

QUALIFICIATIONS AND PREFERENCES:

• H.S. Diploma or General Education Degree (GED) and prerequisite completion Computer Technology classes required

WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser:

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

If you will work at least 8 hours a week in San Francisco, then pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Please note that, as an NCUA-insured financial institution, all selected candidates must satisfy the background screening requirements of the Federal Credit Union Act, which restricts employment of individuals with certain convictions.

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