[Hiring] IT Help Desk Coordinator @Golden 1 Talent Acquisition Team

Role Description

You are a customer-focused IT professional who serves as the trusted first point of contact for technical support and system access requests. You excel at troubleshooting technology issues, managing user access with a security-first mindset, and delivering timely solutions that support business operations. You are organized, responsive, and committed to providing exceptional service while maintaining compliance, protecting sensitive information, and continuously improving support processes and documentation.

• Provision and de-provision system access based on Role Based Access Control with least privilege methodology.
• Work directly with department managers and business owners to create, modify, and remove access and document necessary approvals.
• Manage the ongoing support for role-based access management for systems managed by Helpdesk.
• Perform periodic access review to identify exceptions and resolve system access discrepancies.
• Provide support for enterprise applications via phone, email, or ticketing system.
• Identify, troubleshoot, and escalate issues to appropriate areas of IT when necessary.
• Provide resolution and completion of end-user issues and requests within service level agreements.
• Prioritize and schedule tasks within Service Desk.
• Provide support for mixed platform environment: Win7, Win 10, IOS, tablets, laptops, desktops, and Audio/Video system.
• Provide helpdesk support to front line staff on banking hardware such as Cash Dispenser/Recyclers, Credit Card machine, Check Scanners, Printers, Pin pad, and multi-functions devices.
• Coordinate and/or perform hands-on fixes at tier2 level, including installing and upgrading software, installing hardware, configuring systems and applications on PCs, laptops, and mobile devices.
• Coordinate and/or perform hands-on fixes at tier2 level for network connectivity issues in a WAN/LAN, WIFI in an Enterprise environment.
• Maintain tables, parameters, and setting within the VMS Host System for terminals, desktop computers, printers, and cash dispensers.
• Develop and maintain internal procedures, technical documentation and build IT Support knowledgebase.
• Communicate all updates for proper maintenance of equipment to the appropriate staff.
• Keep management updated on outstanding issues that are not resolved in a timely manner in accordance with established escalation procedures.
• Develop, document, and implement operating procedures and conduct training as required.
• Develop and maintain a clear understanding of the business area needs and incorporating these needs into technical solutions by updating, developing, and maintaining a thorough knowledge of credit union procedures, products, service, and data processing systems.
• Properly escalates when user and system related security standards are not adhered to.
• Maintains a thorough understanding 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.
• Performs other job-related duties as necessary.

Qualifications

• H.S. Diploma or General Education Degree (GED) and prerequisite completion Computer Technology classes required.

Benefits

• Market-competitive and internally equitable total rewards compensation package.
• Programs designed to attract, motivate, and retain employees.
• Comprehensive compensation package.
• Well-being and work-life balance.
• Career development and growth.
• Rewards and recognition.
• Commitment to Diversity, Equity, and Inclusion.