IT Help Desk Coordinator

The IT Help Desk Coordinator serves as the first point of contact for customer-focused technical support and system access requests. This remote role supports role-based access management, resolves end-user issues in alignment with service level agreements, and provides mixed-platform enterprise helpdesk support.

Key Responsibilities

• Provide and manage system access provisioning and de-provisioning using Role Bases Access Control with a least privilege approach.
• Collaborate with department managers and business owners to create, modify, and remove access, and to document required approvals.
• Manage ongoing support for role-based access management for systems handled by the helpdesk.
• Complete periodic access reviews to identify exceptions and resolve system access discrepancies.
• Support enterprise applications via phone, email, or a ticketing system, including identifying, troubleshooting, and escalating issues to the appropriate IT areas when required.
• Resolve end-user issues and complete user requests within established service level agreements.
• Prioritize and schedule work within the Service Desk.
• Provide helpdesk support across a mixed platform environment, including Win7, Win 10, IOS, tablets, laptops, desktops, and an Audio/Video system.
• Support front line staff with banking hardware, including Cash Dispenser/Recyclers, credit card machines, check scanners, printers, pin pad devices, and multi-function devices.
• Coordinate and/or perform tier2 hands-on fixes, including installing and upgrading software and installing hardware.
• Configure systems and applications on PCs, laptops, and mobile devices.
• Coordinate and/or perform tier2 hands-on fixes for network connectivity issues across WAN/LAN and WIFI in an enterprise environment.
• Maintain tables, parameters, and settings within the VMS Host System for terminals, desktop computers, printers, and cash dispensers.
• Develop and maintain internal procedures, technical documentation, and an IT support knowledgebase.
• Communicate equipment maintenance updates to the appropriate staff.
• Provide management updates on outstanding issues that are not resolved in a timely manner, following established escalation procedures.
• Develop, document, and implement operating procedures, and conduct training as required.
• Maintain an understanding of business area needs and incorporate those needs into technical solutions by updating, developing, and maintaining knowledge of credit union procedures, products, services, and data processing systems.
• Escalate when user and system security standards are not adhered to.
• Maintain knowledge of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position.
• Research and resolve system access support issues.
• Perform other job-related duties as necessary.

Required Education

• H.S. Diploma or General Education Degree (GED)
• Completion of prerequisite Computer Technology classes is required

Technologies

• Role Bases Access Control
• Win7
• Win 10
• IOS
• WIFI
• WAN/LAN
• VMS Host System
• Service Desk
• Audio/Video system

Location and Pay

• Location: Remote
• Compensation: USD 26 - 27 per hour