IT Help Desk Coordinator

This is a fully remote position, open to applicants in California.

📋 Description

• Provide and revoke system access utilizing role-based access control and a least privilege approach.

• Collaborate with department heads and business owners to establish, adjust, and eliminate access, while documenting approvals.

• Oversee continuous role-based access management assistance for systems administered by the Helpdesk.

• Conduct regular access reviews and address discrepancies in system access.

• Offer support for enterprise applications through phone, email, and ticketing systems.

• Diagnose, resolve, and escalate user issues and requests while adhering to service level agreements.

• Prioritize and organize Service Desk tasks efficiently.

• Provide support for Windows, iOS, tablets, laptops, desktops, and audio/video systems.

• Assist with banking hardware, including cash dispensers/recyclers, credit card machines, check scanners, printers, PIN pads, and multifunction devices.

• Execute or coordinate Tier 2 fixes for software, hardware, systems, and applications.

• Address network connectivity challenges across enterprise WAN/LAN and Wi-Fi environments.

• Manage VMS Host System tables, parameters, and settings.

• Create internal procedures, technical documentation, and maintain an IT Support knowledge base.

• Relay equipment maintenance updates to relevant staff.

• Escalate unresolved issues in accordance with established protocols and keep management informed.

• Develop, document, and implement operational procedures and provide training.

• Integrate business requirements into technical solutions while maintaining an understanding of credit union procedures, products, services, and data processing systems.

• Report any breaches of user and system security standards.

• Stay informed about credit union compliance laws and regulations, including bank secrecy and anti-money laundering laws.

• Investigate and resolve system access support issues.

• Perform additional job-related duties as required.

⛳️ Requirements

• High school diploma or General Education Degree (GED) is mandatory.

• Completion of required Computer Technology courses is necessary.

• A customer-centric approach to IT support is essential.

• Capability to troubleshoot technology challenges and system access requests.

• Familiarity with role-based access control and the least privilege methodology is required.

• Skill in managing, documenting, and reviewing user access approvals.

• Ability to provide support for enterprise applications via phone, email, and ticketing systems.

• Capacity to operate within service level agreements and escalation protocols.

• Experience or ability to support Windows, iOS, mobile devices, desktops, laptops, audio/video systems, and banking hardware.

• Competence in performing Tier 2 troubleshooting for hardware, software, systems, applications, and networks.

• Knowledge of enterprise WAN/LAN and Wi-Fi connectivity is necessary.

• Ability to develop technical documentation, procedures, knowledge bases, and training materials.

• Understanding of credit union procedures, products, services, data processing systems, and related state and federal compliance regulations.

• A security-focused mindset with the capacity to safeguard sensitive information.

🏝️ Benefits

• Comprehensive compensation package.

• Programs promoting well-being and work-life balance.

• Opportunities for career development and advancement.

• Rewards and recognition for outstanding contributions.

• A commitment to Diversity, Equity, and Inclusion.

• A market-competitive and internally equitable total rewards compensation package.