Help Desk Technician - ON SITE

Are you looking to have a positive impact on people in your community? Connex Credit Union is looking for diverse talent who are motivated to improve the financial well-being of others. We’re a company with a long and successful history where trust is important and exceptional customer service is the standard. We are committed to our employees, our members and the communities we serve. If you want to make a difference and be part of a growing, inclusive organization, join us in our mission.

Benefits:

• Competitive compensation.
• Medical, Dental and Vision coverage.
• Paid time off.
• 401K contributory plan with company match.
• The opportunity to become involved in community outreach.

Provide first and second-line technical support to end-users, troubleshooting hardware, software, and network issues. Serve as the primary point of contact for technical assistance, resolving common problems independently and escalating complex issues when necessary.
Key Responsibilities

• Respond to user inquiries via phone, email, and ticketing system in a timely manner

• Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and peripherals

• Troubleshoot software problems including Windows operating systems, Microsoft 365, and business applications

• Set up and configure new user accounts, equipment, and access permissions

• Install, update, and maintain software applications and operating system patches

• Perform basic network troubleshooting (connectivity, VPN, Wi-Fi issues)

• Collaborate with vendors and IT teams to resolve escalated issues

• Document all incidents, resolutions, and procedures in the support ticketing system

• Escalate unresolved or complex issues to Level 3 support or specialized teams

• Create and maintain knowledge base articles and support documentation

• Provide exceptional customer service with clear, patient communication

• Assist with IT projects and system deployments as assigned

Required Skills & Qualifications
Technical Skills:

• Proficiency with Windows 10/11 operating systems

• Working knowledge of Windows Server environments (2019/2022)

• Experience with Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint)

• Understanding of Active Directory user/group management

• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN)

• Experience with remote support tools (e.g., TeamViewer, Remote Desktop, LogMeIn)

• Hardware troubleshooting (desktops, laptops, printers, mobile devices)

Preferred Skills:

• Experience with banking or financial applications (Fiserv Prologue, DNA, or similar)

• Knowledge of imaging and deployment tools

• Familiarity with backup and recovery procedures

• Understanding of cybersecurity best practices

Certifications (Preferred):

• CompTIA A+

• CompTIA Network+

• Microsoft 365 Certified: Fundamentals or Associate

Soft Skills:

• Strong problem-solving and analytical abilities

• Excellent verbal and written communication skills

• Ability to explain technical concepts to non-technical users

• Customer-service oriented with patience and professionalism

• Ability to prioritize and manage multiple tasks in a fast-paced environment

• Self-motivated with ability to work independently and as part of a team

• Strong attention to detail and documentation habits

Experience Requirements

• 1-3 years of helpdesk or technical support experience

• Experience supporting 75+ users preferred

Working Conditions

• Occasional after-hours or weekend work for maintenance windows or emergency support.

• On-call rotation will be required.

• Primarily office-based with occasional travel to other branches.

• Work assignments may be assigned as deemed fit by your supervisor