The IT Help Desk Technician I in North Liberty, IA provides Level 1 diagnostic support for staff applications, hardware, and core systems.

First point of contact for technical assistance via phone, email, or live chat
Perform remote troubleshooting using diagnostic techniques and targeted questions
Handle and track tickets through the service desk platform, including logging requests, documenting troubleshooting steps, and recording resolutions
Escalate unresolved issues to next-level support and coordinate next steps toward completion
Proactively communicate status of incidents and requests to staff and keep ticket notes up to date
Provide Level 1 (Diagnostic) support for core network and data systems, communication systems, and end user devices
Install, maintain, repair, upgrade, and troubleshoot computer software
Identify and suggest process improvements on established procedures
Work with 3rd party providers when additional assistance is needed
Coordinate with engineering to help determine root cause when issues are escalated
Ensure proper scheduling for phone and email support during core business hours
Support service standards through ongoing teamwork and proactive maintenance
Confidentiality of member information in daily operations
Occasionally work outside normal business hours for special projects and as part of on call rotation
Perform other duties as assigned

Adhere to the Credit Union’s core values and Service Standards
Maintain a positive member service focus for internal and external interactions
Demonstrate teamwork in interactions and completion of assigned duties
Support a diverse and inclusive work environment

High school diploma (equivalent work experience may substitute for degree)
Certifications and/or college level classes preferred
Basic knowledge of PC software and hardware with technical aptitude and desire to learn
Ability to choose next steps using pre-defined operational procedures and troubleshooting experience
Ability to handle highly confidential information with discretion
Strong analytical and problem-solving skills
Detail-oriented with excellent customer service and organizational skills
Strong verbal, written, and interpersonal communication skills
Effective time management and ability to work independently
High level of accuracy and attention to detail
Ability to effectively and efficiently resolve problems
Self-motivated and able to work in a fast-paced environment
Ability to work with equipment valued $500 to $10,000
Reports to work punctually, works scheduled hours, and works overtime as needed
Must be bondable

IT Help Desk Technician I

Job Description