IT Help Desk Technician

POSITION SUMMARY

The IT Help Desk Technician is responsible for providing technical support to end-users within MITFCU. This role requires a strong understanding of computer hardware and software, excellent problem-solving skills, and a customer-oriented approach.

PRIMARY DUTIES AND RESPONSIBILITIES

• Troubleshooting: Diagnose and resolve technical issues related to hardware, software, and networking.
• Remote Support: Provide remote assistance to users via phone, email, and remote access tools.
• Hardware and Software Support: Install, configure, and maintain computer hardware and software.
• User Training: Educate users on proper use of computer systems and software.
• Incident Management: Log and track IT incidents, ensuring timely resolution.
• Asset Management: Maintain inventory of IT assets, including hardware and software.
• Documentation: Create and maintain technical documentation and procedures.
• Vendor Management: Coordinate with vendors for hardware and software support.

Implementing security measures to protect computer systems, networks and data.

• Security controls to protect information and prevent unauthorized access to systems and subsystems of the MIT Federal Credit Union.

OTHER DUTIES AND RESPONSIBLITIES

• Required to work overtime in emergencies, including but not limited to, system failures, power failures, equipment failures, disasters, and equipment or software upgrades.
• May be asked to travel to other Credit Union facilities periodically.
• May be asked to assist in Credit Union projects as necessary.
• Comply with all MIT and MIT Federal Credit Union policies and procedures and State and Federal laws.
• Utilize opportunities to present to and/or refer current and potential members to the products and services of the Credit Union.
• Complete required BSA/AML training and demonstrate a working knowledge of BSA/AML policies and procedures and implement into daily activities.

Preferred Qualifications

• Technical Skills: Proficient with windows and macOS operation systems, Office 365, Active Directory, with a working knowledge of network concepts including (TCP/IP, DNS, DHCP, LAN/WAN, VPN.
• Problem-Solving: Ability to analyze complex problems and identify solutions.
• Technical Aptitude: Willingness to learn new technologies and stay updated on industry trends.
• Attention to Detail: Ability to follow procedures and maintain accurate records.
• Knowledge of KACE ticketing system and N-Able N-Central is a plus

SKILLS/QUALIFICATIONS

• Experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Possess ability to communicate information, ideas, and concepts to members, employees, and staff completely and concisely in both written and verbal formats.
• Able to develop and interpret documentation for end user procedures.
• Highly self- motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to present ideas in business-friendly and user-friendly language.
• Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
• Experience working in a team-oriented, collaborative environment.

• Experience with reporting software such as Crystal Reports.
• Experience with Financial Services Systems and business functions preferred

EDUCATION/EXPERIENCE

• Minimum of 2 years of experience of computer user support in an IT helpdesk, desktop support, or technical support role preferred.

• Associate degree in Information Technology, Computer Science, or related field (or equivalent work experience)

• Experience in a financial institution preferred

• Hands-on knowledge of and experience with credit union or banking applications desired