Service Desk Technician III

JOB FUNCTIONS

• Provide structured mentoring, technical coaching, and in-depth guidance to Tier 1 and Tier 2 Service Desk technicians, facilitating technical deep dives and collaborative sessions to reduce escalation rates and enhance team expertise across the credit union’s IT environment.
• Provide support for end user computing hardware including but not limited to scanners, laptops, and printers by ensuring a positive and secure user experience and actively participate in managing and resolving related issues through the ITSM platform ticket queue.
• Provide technical input and operational impact feedback for changes affecting endpoints, authentication, or end user services.
• Develop, maintain, and enhance Standard Operating Procedures (SOPs) and internal knowledge base (KB) articles. Ensure documentation is up-to-date, comprehensive, and easily accessible to Tier 1 and Tier 2 Service Desk technicians to support consistent service delivery and empower team self-sufficiency.
• Provide technical input and operational impact feedback for changes to production.
• Take part in the on call rotation.
• Adhere to credit union and data center security procedures.
• Perform other duties as assigned by Service Manager, Director of Infrastructure, or Vice President of DCIT. 

SKILLS

• Aptitude for efficiently assessing the scope, impact, and path to resolution of problems.
• Excel at making prioritization judgements and executing solutions in a high pressure environment.
• A welcoming attitude toward others to build collaborative relationships.
• Ability to effectively communicate, both written and verbal, with technical and non technical stakeholders
• Proficiency at actively listening and engaging with feedback from coworkers, end users, and vendors.
• Willingness to embrace flexibility to keep pace with the demands of IT and credit union work.
• A proven track record of collaboration within a team and across functional areas to accomplish initiatives and tasks.

EDUCATION/EXPERIENCE

• Associates degree or 3 to 5 years IT related experience.
• Prior experience working in a financial institution or other regulated industry is highly desirable. Experience with enterprise automation is preferred.
• Advanced understanding of Windows and macOS operating systems, including but not limited to boot processes, profile loading, authentication mechanisms, system recovery, logging, and Mobile Device Management.
• Demonstrated ability to efficiently assess the scope, impact, and resolution path of problems, including performing final triage prior to escalation to network, applications, infrastructure, core teams, security, or Product Lifecycle Management.
• Relevant certifications such as MD102 Endpoint Administrator, AZ900 Azure Fundamentals, CompTIA Network , CompTIA Security .
• Working knowledge of enterprise networking fundamentals sufficient to troubleshoot endpoint connectivity and authentication issues, including DNS/DHCP behavior, VPN access, and WiFi authentication.

PHYSICAL REQUIREMENTS

The position requires the following physical activities within varying environmental conditions:

• Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period.
• Travel or move from one office location to another or from one department to another at the headquarters building.
• Occasional lifting, moving, or adjusting objects up to 50 pounds.
• Ability to work in tight or awkward spaces.
• Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device.
• Work will be in a commercially reasonable temperature-controlled environment. 
• Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.

Salary : $70,000 - $78,000