IT Support Specialist I (Helpdesk)

Job Description

Job Description

About the Opportunity

There's never been a more exciting time to join us! We're launching a new brand and a new name Arise Financial (formerly known as Rockland FCU) with a bold vision for the future—one built on innovation, technology, and a commitment to helping people live more and worry less.

For more than a century, we've believed that banking is about putting people first. We're building on that legacy while embracing new ideas and creating an even better experience for both our employees and the members and communities we serve.

If you're looking for a place where you can grow, make an impact, and help shape what's next, we'd love to hear from you.

Why You'll Love Working Here

• Certified Great Place to Work®
• Competitive pay
• Annual incentive/bonus potential
• Comprehensive benefits package including health, dental, vision, life, and AD&D
• 401(k) plan with employer match
• Hybrid work from home flexibility (min 3 days a week in office)
• Generous paid time off and holidays
• Tuition reimbursement and professional development opportunities
• Opportunities for professional growth and career development
• Meaningful work that positively impacts our members and communities

About the Role

As an IT Support Specialist I, you’ll be a key part of the team helping our employees get the most from their technology. You’ll provide friendly, responsive support for everyday hardware, software, applications, and technology questions while building your technical knowledge and troubleshooting skills. Reporting to the Manager-IT, you’ll work alongside the IT team to keep technology running smoothly and help create a great internal service experience.

What You'll Do

• Provide first-level technical support for desktop hardware, software, Microsoft 365, business applications, network connectivity, phones, printers, and other technology resources.
• Respond to employee technology questions and requests through in-person, remote, phone, and Help Desk support.
• Troubleshoot and resolve common hardware, software, connectivity, printing, and application issues, escalating more complex problems when needed.
• Install, configure, maintain, and troubleshoot workstations, laptops, mobile devices, printers, scanners, phones, and other end-user equipment.
• Assist with user account maintenance, password resets, Microsoft 365 access, application permissions, and other basic user provisioning activities in accordance with established security practices.
• Accurately document incidents, troubleshooting steps, resolutions, and user requests in the Help Desk ticketing system.
• Assist with technology deployments, equipment refreshes, software installations, system upgrades, and other IT projects.
• Provide guidance to employees on technology tools, applications, cybersecurity practices, and responsible use of AI-enabled workplace technologies.
• Maintain knowledge of Credit Union systems, technology standards, security practices, and common business applications.
• Identify recurring issues and share observations with the IT team to help improve support processes and the employee technology experience.
• Participate in Help Desk operational activities and support technology maintenance as needed.
• Participate in the department’s rotating on-call schedule and provide after-hours support as required.

What We're Looking For

• High school diploma or equivalent required; associate degree or technical training in Information Technology, Computer Science, or a related field preferred.
• 1–2 years of experience providing technical, desktop, Help Desk, or related customer support preferred.
• Basic experience with Microsoft Windows, Microsoft 365, desktop hardware, printers, mobile devices, and common business applications.
• Familiarity with Help Desk ticketing systems and remote support tools preferred.
• Basic understanding of networking concepts, cybersecurity practices, and technology troubleshooting.
• Familiarity with AI-enabled workplace technologies and responsible data privacy, security, and acceptable-use practices preferred.
• Strong customer service and communication skills with the ability to explain technical information in an approachable way.
• Strong troubleshooting, organization, attention to detail, and problem-solving skills.
• Ability to learn new technologies quickly, follow established procedures, and know when to escalate an issue.
• Ability to prioritize multiple requests and work effectively in a collaborative team environment.
• Ability to travel between Credit Union locations and participate in an on-call rotation.
• Ability to lift and carry equipment weighing up to 50 pounds and perform physical tasks associated with technology support, including moving and installing equipment, climbing ladders, and running cable.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

In alignment with our commitment to pay transparency, we're pleased to share that the base range for this position is $28.80 - $29.50 per hour, excluding fringe benefits or potential incentives. If you're hired, your final base pay will be determined based on factors such as skills, education, and experience. We also take pay equity seriously and consider the internal equity of our current team members as part of any final offer.

This job posting is for informational purposes only and should not be construed as a complete listing of the job responsibilities and requirements.

At this time, the Credit Union will not sponsor a new applicant for employment authorization or offer any immigration related support for this position (i.e., H1B, F-1 OPT, F-1 STEM OPT, F-1 CPT, J-1, TN, or another type of work authorization). If you need sponsorship now or in the future, look for this statement in the job description before you apply: “The Credit Union will consider sponsoring a new, qualified applicant for employment authorization for this position”. If this is not listed in the job description, we will not provide sponsorship for the candidate to work in the United States.

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