Support Specialist

@ Vibrant Credit Union

Position Overview

The IT Help Desk Technician role is the first point of contact for technology support at Vibrant Credit Union. The role involves managing the ticketing queue, providing hands-on troubleshooting and maintaining accurate documentation.

What You Will Do

• Manage and prioritize the IT ticketing queue to meet SLA requirements.
• Provide first-level support for desktops, laptops, mobile devices, printers, applications, and network connectivity.
• Maintain Help Desk support documentation and manuals.
• Assist with IT asset lifecycle management, including inventory, deployment, and decommissioning.
• Image, configure, and deploy PCs with required applications and security settings.
• Conduct basic repairs and coordinate vendor support for escalated issues.
• Support user onboarding and offboarding by setting up equipment, accounts, and permissions.
• Perform diagnostics and troubleshooting and escalate when appropriate.
• Maintain records of asset assignments.
• Backup access administration to ensure security protocols are followed.
• Occasionally support after-hours upgrades, maintenance, or incident responses.

Requirements

The ideal candidate holds an associate degree or equivalent experience with 2-5 years in IT support/help desk in a corporate or financial setting. They should have working knowledge of Windows 11, Microsoft 365, Active Directory, and enterprise applications, and be familiar with help desk ticketing systems, basic networking, and banking software.

Reports to

VP IT

Environmental and Physical Activity Requirements

This position operates in a professional office environment, requiring the use of standard office equipment and physical activities such as sitting, standing, walking, and occasional lifting up to 25 pounds.

Other Duties

This job description does not cover a comprehensive listing of activities. Responsibilities may change with or without notice.

Key skills/competency

• IT Support
• Help Desk
• Troubleshooting
• Documentation
• Asset Management
• Windows 11
• Microsoft 365
• Active Directory
• Networking
• Customer Service