IT Help Desk Technician at Financial Plus Credit Union – Flint, Michigan

Job Title: IT Help Desk Technician

Department: Information Technology

Reports to: Director of IT Infrastructure

Hours per Week: 40 hrs./week Salary Exempt

Company Summary

Welcome to Financial Plus Credit Union (FPCU) – 'The Place where it’s Possible.'

At FPCU, we believe in the power of collaboration, embrace inclusivity as a strength, and are driven by a shared commitment to success. Our community-centered approach goes beyond financial services; it's about fostering connections and making a positive impact.

Join us, and be part of an environment that prioritizes wellness, encourages continuous learning, and opens doors to developing you into the person you want to be. Explore the opportunities that await you at FPCU – where you aren’t just making a living but joining a PLACE where you can REACH your goals.

Position Summary

The IT Help Desk Technician is responsible for providing advanced technical support to end-users by monitoring and managing a ticket system, troubleshooting issues, and ensuring timely resolution. This role involves diagnosing and resolving complex technical problems, documenting solutions, and escalating unresolved issues to the Systems Administration team or the IT Infrastructure Manager.

Essential Functions & Primary Responsibilities

• Ticket System Monitoring: Actively monitor the helpdesk ticketing system to prioritize, assign, and respond to incoming support requests in a timely manner.
• Issue Troubleshooting and Resolution: Diagnose and resolve hardware, software, and network-related issues, including but not limited to operating system errors, application issues, and connectivity problems.
• Escalation: Escalate unresolved or complex issues to the Systems Administration team with detailed documentation of troubleshooting steps and findings.
• User Support: Provide clear and professional communication to end-users via phone, email, or in-person, guiding them through troubleshooting steps or resolution processes.
• Documentation: Maintain accurate and detailed records of all tickets, including issue descriptions, troubleshooting steps, and resolutions, in the ticketing system.
• Knowledge Base Contribution: Update and contribute to the helpdesk knowledge base with solutions, workarounds, and best practices to improve team efficiency.
• Follow-Up: Ensure all resolved tickets are followed up with end-users to confirm satisfaction and proper functionality.
• Collaboration: Work as part of a team of IT Analysts, Help Desk Technicians, and Systems Administrators to ensure seamless escalation and resolution of issues.
• Compliance: Adhere to company IT policies, security protocols, and service level agreements (SLAs).
• Symitar core: Basic configuration and troubleshooting of the Symitar core application.
• Inventory: Image workstations as part of the new computer deployment process. Maintain an accurate inventory of all workstations.
• Projects: Participate in IT Projects and audit evidence gathering as required.
• Ensures compliance with all federal and state laws and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Asset Controls, and should request legal interpretation as necessary. Must ensure subordinates are also compliant with such laws and regulations.
• Must be bondable.
• Perform other duties as assigned.

Education & Qualifications

• Associate or Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 2-4 years of IT helpdesk experience required.
• COMPTIA A+, Network+, or Security+ preferred.
• This position is required to have a basic understanding of networking and firewalling.

Skills and Abilities

• Proficiency in troubleshooting Windows operating systems.
• Some experience with Microsoft 365 office applications.
• Familiarity with Active Directory, remote desktop tools, and ticketing systems (e.g. Jira, Fresh Service, etc).
• Self-driven, detail-oriented, with the ability to prioritize tasks and manage time effectively.
• Technical experience with networking, firewalling, and Windows workstations.
• Strong problem-solving and analytical skills.
• Excellent collaborative interpersonal skills and the ability to develop and maintain positive working relationships are essential
• Symitar core software experience is preferred but not required.
• Presents a positive and professional image to members through effective and courteous verbal and written communications.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Ability to apply logical thinking to define problems, collect data, establish facts, and draw conclusions.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary work; sitting most of the time. Exerts up to 25+ pounds of force occasionally.
• The noise level in the work environment is professional and typically moderate.

This job Description is not a complete statement of all duties and responsibilities comprising this position.