Help Desk Technician

Overview of Responsibilities Provides first-level technical support by responding to help desk tickets and phone requests. Resolves common hardware, software, and access issues and coordinates vendor repairs as needed. First-level technical support: Provides support for all team members seeking technical assistance by phone or help desk ticketing system. Troubleshoots hardware, software, printer, and peripheral issues to ensure minimal disruption. Maintains accurate status updates on help desk tickets and escalates unresolved issues when necessary. Identifies and escalates trends in support requests that could indicate broader outage or system issues. Delivers a positive support experience through clear communication, timely follow-up, and documentation of issues resolution. Maintain user access and profiles: Assists team members with password resets, account unlocks, and the creation and maintenance of user profiles and credentials on the network and email systems. Follows established security procedures and escalates potential access risks in accordance with defined procedures. Hardware and software deployment support: Supports the setup, deployment, and basic maintenance of desktops, laptops, and peripheral equipment. Assists with inventory tracking and performs routine preventative maintenance to ensure equipment remains functional, reliable, and aligned with organizational standards. Documents setup process and common issues to improve consistency, reduce resolution time, and enhance support efficiency. Coordinates vendor repairs: Works with third‑party vendors to report, schedule, and track hardware repair needs. Monitors repair ticket status to ensure timely resolution and minimal downtime. Ensures clear communication and timely follow‑up to minimize disruption to members or team members. Core Competencies Member focus: Uses active listening skills to gain insight and understanding into the needs of team members in order to troubleshoot and resolve problems. Action oriented: Takes on new opportunities, unfamiliar tasks, and tough challenges with a sense of urgency and enthusiasm. Prioritizes and separates work into efficient workflows and effectively deploys IT resources. Communicates effectively: Communicates effectively with technical and non‑technical audiences; readily adapts approach based on the situation. Instills trust: Builds relationships and gains the confidence of others by modeling honesty, integrity, authenticity and behaviors that align with organizational values. Exemplifies courage by stepping up to address difficult issues. Self‑development: Learns quickly through experimentation when facing new situations and actively seeks new ways to grow using formal and informal development channels. Education and Experience Requirements Associate degree in Information Technology or relevant certification required; or 1 year information technology experience required. Working Conditions Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors. Occasionally required to travel throughout MSGCU's service area as business needs require. Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk. This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 30 pounds. Normal working hours will be MSGCU’s standard branch and administrative office hours of operation, however, occasional after‑hours maintenance and flexibility to be on call before/after normal work hours, including weekends and holidays is required. Compensation and Benefits Competitive salaries are just the starting point for MSGCU team members. We also champion our team members with generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job. Base hourly pay begins at $19.70 / hour. Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family). If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k). You will enjoy 12 paid holidays and up to 120 hours of PTO your first year of service (pro‑rated based on start date). #J-18808-Ljbffr