IT Service Delivery & Help Desk Specialist

Join BELLWETHER COMMUNITY CREDIT UNION in Manchester, NH onsite to manage Help Desk service delivery, endpoint support, and ITSM ticket operations.

Responsibilities

• Partner with the IT Manager to prioritize and resolve Help Desk tickets, service requests, and incidents using ITSM best practices.
• Run day-to-day Help Desk operations, including triage, escalation, coverage, and ticket grooming.
• Answer employee questions and resolve issues across IT systems, applications, hardware, and software.
• Respond to emergencies and system failures and participate in the IT on-call rotation.
• Act as the business and technical owner of the Credit Union’s IT ticketing/ITSM system.
• Configure workflows, queues, categories, and other ITSM system components.
• Continuously improve ticketing processes and service delivery workflows.
• Produce and distribute reports on ticket volume, SLA compliance, aging, trends, and other service metrics.
• Deploy, configure, troubleshoot, and upgrade desktops, endpoints, operating systems, and software.
• Provide hands-on technical support to Credit Union employees with a focus on a positive employee experience.
• Diagnose and resolve hardware and software issues.
• Maintain accurate, audit-ready IT asset records through the full asset lifecycle.
• Manage asset deployment, tracking, reporting, and disposal.
• Ensure asset records stay current to support audit and compliance requirements.
• Create and maintain procedures and documentation for Help Desk, ticketing, and asset management processes.
• Share knowledge with other IT team members through documentation and guidance.
• Identify service delivery improvement opportunities and provide recommendations to management.
• Manage position-related projects and support other IT initiatives as assigned.
• Support the Credit Union’s mission by delivering excellent service to both members and employees.
• Understand and comply with applicable BSA/AML requirements.

Requirements

• High school diploma plus post-secondary coursework in Information Technology, or at least two years of related experience in IT service delivery, Help Desk supervision, or desktop support.
• Working knowledge of ITSM best practices, such as ITIL.
• Hands-on experience with endpoint deployment, configuration, troubleshooting, and upgrades.
• Experience administering an IT ticketing/ITSM platform, including configuration and reporting.
• Proficiency with Microsoft Office applications.
• Ability to manage multiple priorities and projects while working independently.
• Valid driver’s license and ability to travel to off-site locations as needed.

Technologies

• ITSM
• ITIL
• ServiceNow
• Freshservice
• Jira Service Management
• Microsoft Office

Preferred

• ITIL Foundation certification

Physical Requirements

• Comfortable sitting for approximately 50% of the workday, plus standing, walking, bending, squatting, twisting, reaching, and kneeling.
• Occasional lifting of up to 50 pounds is required.