IT Help Desk Coordinator
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Job Description
IT Help Desk Coordinator supporting Golden 1 Credit Union's systems, access, devices, and banking technology remotely in California. Troubleshooting enterprise applications, hardware, software, networks, and user access.
Responsibilities:
- Provision and de-provision system access using role-based access control and least privilege methodology
- Work with department managers and business owners to create, modify, and remove access and document approvals
- Manage ongoing role-based access management support for systems managed by the Helpdesk
- Perform periodic access reviews and resolve system access discrepancies
- Support enterprise applications through phone, email, and ticketing systems
- Troubleshoot, resolve, and escalate user issues and requests within service level agreements
- Prioritize and schedule Service Desk tasks
- Support Windows, iOS, tablets, laptops, desktops, and audio/video systems
- Support banking hardware including cash dispensers/recyclers, credit card machines, check scanners, printers, PIN pads, and multifunction devices
- Perform or coordinate Tier 2 software, hardware, system, and application fixes
- Resolve network connectivity issues across enterprise WAN/LAN and Wi-Fi environments
- Maintain VMS Host System tables, parameters, and settings
- Develop internal procedures, technical documentation, and an IT Support knowledge base
- Communicate equipment maintenance updates to appropriate staff
- Escalate unresolved issues according to established procedures and keep management updated
- Develop, document, and implement operating procedures and conduct training
- Incorporate business needs into technical solutions and maintain knowledge of credit union procedures, products, services, and data processing systems
- Escalate violations of user and system security standards
- Maintain understanding of credit union compliance laws and regulations, including bank secrecy and anti-money laundering laws
- Research and resolve system access support issues
- Perform other job-related duties as necessary
Requirements:
- High school diploma or General Education Degree (GED) required
- Completion of prerequisite Computer Technology classes required
- Customer-focused IT support approach
- Ability to troubleshoot technology issues and system access requests
- Knowledge of role-based access control and least privilege methodology
- Ability to manage, document, and review user access approvals
- Ability to support enterprise applications via phone, email, and ticketing systems
- Ability to work within service level agreements and escalation procedures
- Experience or capability supporting Windows, iOS, mobile devices, desktops, laptops, audio/video systems, and banking hardware
- Ability to perform Tier 2 hardware, software, system, application, and network troubleshooting
- Knowledge of enterprise WAN/LAN and Wi-Fi connectivity
- Ability to develop technical documentation, procedures, knowledge bases, and training materials
- Understanding of credit union procedures, products, services, data processing systems, and applicable state and federal compliance regulations
- Security-first mindset and ability to protect sensitive information
Benefits:
- Comprehensive compensation package
- Well-being and work-life balance programs
- Career development and growth
- Rewards and recognition
- Commitment to Diversity, Equity and Inclusion
- Market-competitive and internally equitable total rewards compensation package
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