IT Help Desk Technician I

GreenState Credit Union

IT Help Desk Technician I

US-IA-North Liberty

Job ID : 2025-4359

Type : Regular Full-Time

of Openings :

Category : Information Technology

GreenState Credit Union

Overview

INFORMATION TECHNOLOGY :

GreenState's Information Technology department adheres to the corporate values and acts as a business partner who understands the needs of the business, enables business units to meet strategic objectives through technology, and provides employees and members with quality technology platforms that are always available, always relevant, and always scalable.

POSITION SUMMARY :

The IT Help Desk Technician I is a member of the IT Service Excellence team, responsible for assisting in operations of the network, PC, peripheral, service desk, telecommunications, and operational processes of the credit unions environment. The IT Help Desk Technician I will provide Level 1 (Diagnostic) application and hardware support to staff, answering emails and phone, entering, and tracking tickets, and monitoring completion. Escalates issues where necessary and works with engineering staff to determine root cause and follow up with customers upon completion.

GREENSTATE CULTURE :

At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.

Pay range for this hourly position is $26.02 - $30.42 / hr with a progressive benefits package.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES :

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change :

• Adheres to the Credit Union's core values and Service Standards in carrying out GreenState's mission and vision.
• Demonstrates a positive member service (internal and external) focus at all times.
• Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilties.
• Ensures confidentiality of member information.
• Supports a diverse and inclusive work environment.
• Serves as the first point of contact for staff seeking technical assistance over the phone, email or live chat.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Directs unresolved issues to the next level of support personnel.
• Identifies and suggests possible improvements on procedures.
• As primarily liaison to staff, the Help Desk Technician utilizes the service desk platform to capture end user requests, track activities, document troubleshooting steps, and log resolution for core network and data systems, communication systems, and end user devices, escalating when necessary but tracking items to completion.
• Proactively communicates the status of incidents and requests to staff and documents activities on tickets.
• Installs, maintains, repairs, upgrades and troubleshoots computer software.
• Ensures proper scheduling for phone and email support during core business hours.
• Engages co-workers to provide proactive and ongoing maintenance to ensure service standards are always met.
• Works with established 3rd party providers for assistance.
• Occasionally works outside of normal business hours for special projects and as part of the on call rotation.
• Performs other duties as may be assigned from time to time.

Qualifications

JOB REQUIREMENTS :

Reporting Relationship

This position reports to the IT – Director Service Delivery.

Supervisory Responsibilities

This position is not responsible for the supervision of other employees.

Equal Opportunity Employment Statement

GreenState Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. #ID #LI

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