Job Description

Overview

Under the direction of the Helpdesk Manager, the Senior Helpdesk Specialist provides tier-2 hardware, software and application support to the organization over phone, email and in person. This position is responsible for the first level and escalated problem determination, recording, incident reporting and resolution in order to meet the business needs of the Credit Union.   The Senior Helpdesk Specialist will be a key contributor with the Helpdesk Manager in managing complex projects and coordinating task delegation to Helpdesk Specialists. This role will also primarily support infrastructure-related operations, including incident management for monitoring tools, network services, and other core systems\applications. 

Key Responsibilities

• Work with the Infrastructure team on larger projects and system Go-Lives. Provide administrative support for core business and other systems.
• Serve as an escalation point for tickets requiring advanced troubleshooting or investigation beyond the scope of Helpdesk Specialists.
• Provide primary support for any end user devices including Windows Desktop, Printers/Scanners and phones. Install and troubleshoot Microsoft windows, Office suite, Office 365, Emails, anti-virus, VPN and business applications, as measured by the accurate and timely completion of SMB Support Requests and business area feedback; determining possible solutions; testing and implementing solutions to enhance company capabilities for user support, over phone and desk side. Measured as resolved through tickets. Conduct hardware installations at all SMB sites for break/fix and hardware refreshes.
• Supports all activity for the Credit Union ATM/ITM network to include alerts and availability
• Manage workstation provisioning to ensure that applications will exhibit high levels of performance, security, scalability, and reliability upon deployment. Keep up to date Inventory of all User related IT equipment. Manage and document locations of local and remote deployed equipment.
• Manage onboarding, transfers and terminations processing.
• Addresses security vulnerabilities that are present on endpoints, printers, and other assets.
• Work closely with other IT team members to resolve complex issues, share knowledge, and continuously improve IT services and support processes.

Core Skill Competencies

• Technical proficiency: Strong knowledge of computer systems, networks, and software applications.
• Automation: Familiarity with scripting or automation tools (e.g., PowerShell, Python, or Microsoft Power Automate).
• Leadership: Strong leadership skills with the ability to manage and motivate a team.
• Problem-Solving: Excellent analytical and problem-solving abilities.
• Communication: Effective communication skills, both verbal and written, to interact with team members and stakeholders.
• Time management: Ability to prioritize tasks, manage time effectively, and handle multiple issues simultaneously.
• Teamwork: Ability to collaborate with team members and other departments to achieve common goals.

Physical Demands

• Ability to sit for extended periods while working at a computer.
• Occasional lifting of equipment and boxes up to 50 pounds.
• Ability to travel to different office locations as required.

Qualifications

• Bachelor’s degree in technical field or equivalent hands-on experience in IT operations or support.
• Minimum of three years of experience working in a technical operating capacity with banking experience a plus. Previous senior/lead helpdesk experience a plus.
• Demonstrated knowledge and experience with Windows desktop operating systems, Windows Server, and associated services.
• Strong leadership skills and ability to delegate tasks to team members.
• Experience with automation and scripting.

Equal Opportunity Employer
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