Help Desk Technician

Description

HRCU is a community credit union providing top notch service to our members and making a difference to our communities. We believe in empowering our associates, providing an opportunity to thrive and make a career here at HRCU. 

The Help Desk Technician provides timely, professional technical support to HRCU staff and helps

maintain reliable day-to-day technology operations. This position troubleshoots hardware, software, Microsoft

365, mobile devices, printers, peripheral, and connectivity issues; maintains accurate service records; configures

and deploys technology assets; and escalates infrastructure, security, or vendor-related issues with complete

troubleshooting information.

Essential Functions & Responsibilities:

• Prioritizes, categorizes, and manages IT help requests in accordance with HRCU service standards. Provides responsive remote and onsite support for Windows 10/11, Microsoft 365, mobile devices, printers, peripherals, connectivity, and supported business applications. 
• Communicates ticket status, expected next steps, workarounds, and resolution details to staff; escalates unresolved, infrastructure-level, or security-related issues with complete troubleshooting notes. 
• Configures, deploys, maintains, replaces, and inventories laptops, desktops, monitors, printers, phones, headsets, and related equipment. Performs routine identity and access administration, including account creation, modification, disabling, password resets, lockout assistance, group membership, permissions, MFA support, and access troubleshooting across supported systems. 
• Coordinates onboarding and offboarding activities for accounts, hardware, software, and access in cooperation with Human Resources, department leaders, and the IT team. 
• Assists in daily IT operations and communicates clearly with staff regarding service interruptions, maintenance windows, outages, and other staff-impacting technology events.
• Monitors assigned alerts and basic system, network, endpoint, and telecommunications health indicators; performs approved first-level troubleshooting and promptly escalates conditions requiring administrative or vendor intervention. 
• Supports approved endpoint patching, software updates, and configuration changes in accordance with HRCU change-control and patch-management procedures. 
• Performs initial triage of suspected phishing, security alerts, vulnerability notices, unusual endpoint behavior, and potential incidents; supports remediation and incident documentation as directed. 
• Maintains accurate technical documentation, including ticket notes, troubleshooting steps, resolutions, equipment records, knowledge-base articles, procedures, configuration notes, and incident-support records to promote continuity, audit readiness, and repeatable operations.
• Provides hands-on support at HRCU locations when an issue cannot be resolved remotely. 
• Contributes to projects that improve support quality, reduce operational risk, strengthen reliability, or simplify employee technology use. Participates in an on-call rotation and performs other related duties as required.

Requirements

• 2 or more years of hands-on information technology, desktop support, or help desk experience.   An equivalent combination of education, certifications, technical training, and relevant experience may be considered. 
• A two-year degree in information technology or a related field is preferred. Relevant certifications, vendor training, technical coursework, apprenticeship experience, or equivalent hands-on experience may be substituted. 
• Proficiency supporting Windows 10/11, Microsoft 365, mobile devices, printers, peripherals, and standard business applications. 
• Working knowledge of computer networking fundamentals and common connectivity troubleshooting. 
• Experience with account administration, permissions, password resets, lockouts, MFA, and onboarding/offboarding support. 
• Ability to install, configure, deploy, inventory, maintain, and troubleshoot endpoint hardware and software. 
• Strong customer service, verbal communication, written communication, time management, and ticket-documentation skills. 
• Ability to explain technical issues clearly to nontechnical users while protecting confidential information. 
• Ability to research unfamiliar problems, apply a structured troubleshooting approach, and follow established escalation procedures. 
• Demonstrated analytical, organizational, and problem-solving skills. 
• Ability to work and travel independently between HRCU locations, use standard office equipment, participate in an on-call rotation, and demonstrate strong initiative. 

Compensation: Range $24 to $28 per hour DOE

Applicant Instructions:

• Resume and cover letter required.
• No phone calls, please.  Updates will be managed through the portal.
• Direct hire only.

What we offer:
HRCU recognizes the importance of benefits that provide financial security for our employees and their families and is committed to providing a competitive benefits package to eligible employees. Our best-in-class benefits include:

• Paid time off including Vacation, Sick, Personal, Birthday totaling 19 days annually
• 11 paid holidays
• Tuition Reimbursement
• Student loan repayment
• Banking and loan discounts
• Insurance – medical, dental, and vision with generous employer contribution
• Flex Spending Plans & Health Savings Account with employer funding
• Company paid Life Insurance, Short Term & Long Term Disability
• 401(k) retirement savings plan (with a match of up to 6%)
• Professional Development

Equal Opportunity Employer
A background check including references, prior employment, social security trace, credit report, and national/county/local criminal records.

HRCU is an Equal Opportunity Employer (EOE). We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills and potential. We welcome all applications from a wide range of candidates. Selection for roles will be based on individual merit alone.