Bilingual candidates are encouraged to apply!

Our IT team is the backbone of our operation, and every day we work together to fulfill our mission of providing personalized financial solutions and educational opportunities to assist our members’ transition through life’s journey. If you are detail-oriented, responsible, and driven by the desire to succeed, this could be your new home. We are actively seeking diligent and responsible team members who want to create a positive impact that transcends the four corners of an office.

We offer a competitive benefits package which includes medical, dental, and vision insurance, 401(k) plan with an employer match, supplemental benefits such as life, accident, critical illness, and pet insurance, PTO, and short-term and long-term disability 100% covered by the employer after one year of employment.

If you feel as though you could make a great addition to our team, let us know and apply today!

Description:

We are seeking a Tier 1 Help Desk Specialist to join our growing IT team. If you are a deadline-driven individual who is passionate about technology, problem-solving, and bringing ideas to fruition, this role may be a great fit for you.

The Tier 1 Help Desk Specialist will perform a variety of routine IT duties relating to technical support, project management, system maintenance and administration, troubleshooting, and security management.

Major Duties and Responsibilities:

Resolve routine issues related to hardware, software, operating systems, and basic network connectivity.
Escalate more complex issues to higher-tier technical support teams or the Managed Service Provider (MSP) as needed.
Ensure proper documentation of issues, solutions, and steps taken to resolve incidents in the ticketing system.
Collaborate with the MSP to ensure proper escalation and prioritization of tickets according to business needs.
Work closely with the MSP to triage and resolve technical issues, ensuring smooth communication and follow-through on assigned tickets.
Monitor ticket queue to ensure that requests are being handled in a timely manner and follow up as needed to ensure the resolution is on track.
Provide feedback to MSP regarding recurring technical issues or potential improvements to the support process.
Assist with employee onboarding by setting up new workstations, installing necessary software, and providing necessary training or documentation.
Handle employee offboarding by ensuring that access to systems is removed, and hardware is properly returned or reassigned.
Assist in troubleshooting and resolving common technical issues related to Microsoft Office Suite, printers, scanners, email systems, and network connections.
Guide users through step-by-step solutions for self-resolution when applicable, offering remote assistance when needed.
Assist in the monitoring and reporting of system health, including backups, software updates, and general hardware performance.
Collaborate with the MSP to ensure that scheduled maintenance tasks (patching, updates, etc.) are being executed properly and efficiently.
Ensure that the credit union’s IT security standards are followed by assisting staff in maintaining secure login credentials, multi-factor authentication, and data protection.
Assist with basic security incident investigations and escalations as per the credit union’s security policies.
Contribute to the creation and maintenance of knowledge base articles, FAQs, and self-help guides for internal staff to resolve common issues independently.
Proactively provide support tips and solutions to staff for recurring technical challenges.
Provide outstanding customer service and a positive support experience for all staff members.
Maintain professionalism and clear communication, ensuring that technical jargon is minimized and explanations are clear for non-technical users.

Work Schedule:

This is a full-time, exempt position. Hours worked will typically be Monday through Friday, 8:30 am - 5:30 pm with occasional extended hours as needed.

Required Qualifications:

1-2 years of experience in a help desk or technical support role, preferably in a financial institution or similar environment.
High school diploma or equivalent required. Associate’s degree in Information Technology, Computer Science, or a related field is a plus.
Experience addressing helpdesk inquiries via ticketing system.
Experience with Microsoft Windows 10 server 2012 - 2019.
Experience with Microsoft Office Suite 2013 - 2019.
Familiarity with Active Directory, Exchange, and Microsoft 365 administration is a plus.
Keen attention to detail, ability to adhere to multiple deadlines, strong research skills, and works well under pressure.
Customer service-oriented with patience and a helpful attitude.
Ability to lift up to 25 pounds (e.g., computers, printers, etc.) for hardware setup and maintenance tasks.

Preferred Qualifications:

Experience working within a financial institution.
Symitar/Episys core processor experience.
Basic understanding of IT security and compliance, specifically within the financial sector (e.g., NCUA, PCI DSS, etc.).

Job Type: Full-time

Pay: $52,000.00 - $55,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Tuition reimbursement
Vision insurance

Schedule:

8 hour shift
On call
Weekends as needed

Experience:

Help Desk : 2 years (Required)
Credit Union: 1 year (Preferred)

Ability to Commute:

Greenbelt, MD 20770 (Required)

Ability to Relocate:

Greenbelt, MD 20770: Relocate before starting work (Required)

Work Location: In person

Credit Union

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Tier 1 Help Desk Specialist