Desktop Support Technician

Description

Primarily responsible for providing end-user assistance and support to maintain Horizon Credit Union’s desktop and mobile computing environment. This includes imaging, installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and peripheral equipment to ensure optimal workstation performance and efficiency. Using devised work methods and procedures, serve as a Tier 1 contact responsible for delivering technical support, troubleshooting, and/or resolving hardware, software, or other client technology issues.

This position is also responsible for monitoring support and service delivery requests submitted either by phone, email, or other formats.

• Diagnose technical issues associated with client hardware, software, and operating systems; determine the root cause and classify incident or problem; and prioritize, solve, and/or elevate as appropriate
• Manage all assigned work and tickets promptly
• Track, route, and elevate (as appropriate) technical issues and service requests tickets, and document resolution
• Image and deploy new computer hardware and peripherals across the organization, including all branches and admin locations
• Install and update the operating system and deployed applications
• Update master images with current OS, applications, and patches
• Develop and identify alternative or more efficient methods for completing and automating tasks to include correcting user errors and system anomalies
• Assist in daily system monitoring, verifying the integrity and availability of all hardware, server resources, and systems. Will ensure successful completion of key processes such as backups and elevate as appropriate
• Participate in on‑call rotation

• Serves as the first point of contact for end‑users seeking technical assistance over the phone, email, or ticketing system, providing cradle-to‑grave end‑user technical support for staff
• Perform troubleshooting, in‑person or remote, (telephone, email, Teams, in‑person) through diagnostic techniques and pertinent questions
• Determine the best solution through the problem‑solving process
• Triage and elevate unresolved incidents to the next level of support
• Respond to service requests per established SLA
• Provide accurate information for all IT products and services
• Record, follow‑up, and document all incidents, problems, requests, and update client and ticketing system with status and relevant information
• Identify and suggest possible improvements for procedures

• Document procedures, standards, best practice configurations, settings, installation sequences, backup, and recovery instructions
• Maintain inventory of all deployed equipment (desktops, laptops, printers, phones, etc.), installed software, and other issued/deployed physical assets
• Adhere to information security and software licensing policies, and document usage to remain in compliance
• Update support knowledge base articles as needed

At Horizon Credit Union, we believe in attracting and retaining talented team members who embody our CORE Values of Capability, Optimism, Responsibility and Empathy. Our pay values are reflected in our compensation philosophy which rewards individual performance and the potential to contribute to our teams’ overall success long‑term.

The full pay range for this position across all the states in which we hire is $22.40-$31.35. The figures shown represent the minimum and maximum of the range for this role. Individual offers are made dependent upon a candidate’s experience, education, and skill level.

We know there’s more to life than just a job. Our benefits are designed to support our employees and their well‑being. Take a look at what we have to offer:

• Medical, Dental, & Vision Insurance for full‑time and reduced full‑time employees & their families
• Telemedicine for part‑time employees
• Paid Group Life and Disability Insurance
• Employee Assistance Program
• Tuition Reimbursement Program
• 401K Retirement Savings
• Employer 401K Retirement Contributions & Matching upon eligibility
• Discretionary Annual Incentive Bonus based on eligibility criteria
• Paid…