IT Infrastructure Systems Help Desk Professional II

Position SummaryDelivers excellent customer service to Credit Union Back Office and Branch Staff, responding to issues related to desktop operating systems, business applications, peripherals, and advanced endpoint networking. Leads system setups, software installations, configurations, and escalates to tier 3 if necessary. Resolves end-user inquiries promptly through multiple channels, documenting interactions and issue details, creating user guides, ensuring resolution and satisfaction. Manages user account and access and maintains accurate inventory of technology assets. Collaborates on project deliverables, provides feedback to improve service delivery, and mentors junior technicians. Ensures compliance with policies and regulations.Qualifications/ExperienceCustomer service or technical support roles.Intermediate operating systems (Windows, MacOS, IOS, Android).Intermediate knowledge of software applications (Microsoft Office 365).Intermediate hardware troubleshooting (Servers, PCs, Printers, peripherals).Intermediate networking concepts (Routing, Switching, Subnetting).Intermediate security principles (firewalls, intrusion detection).Basic knowledge of virtualization technologies (VMware).Helpdesk ticketing systems (FreshService, ServiceNow, Zendesk).Empathy, patience, and active listening.Strong oral and written communication skills.Proficiency in handling complex technical issues and escalations.Professional attitude and attention to detail.Continuous learning through training and certifications.Ability to mentor and guide junior technicians.Strong project coordination and collaboration skills.In-depth knowledge of both back office and branch systems.Salary RangeMinimum - $66,754Maximum - $106,806

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