What are the responsibilities and job description for the Help Desk / Field Technician position at VHL Technologies?
Job Title: Help Desk / Field Technician
Location: New Jersey
Duration- Long term
Job Summary:
We are seeking a Help Desk / Field Technician to provide onsite and remote IT support for our Credit Union branches and office locations. The ideal candidate will be responsible for troubleshooting hardware, software, and network issues, assisting employees with technical problems, and maintaining IT infrastructure. This role requires travel to branch locations for onsite support and installations.
Key Responsibilities:
Help Desk Support:
Provide Level 1 and Level 2 support for Credit Union employees via phone, email, and ticketing system.
Troubleshoot and resolve issues related to Windows-based systems, printers, peripherals, and banking software.
Assist users with Microsoft Office, email, VPN, and remote access.
Document and track issues in the IT ticketing system and escalate complex problems as needed.
Field Support & Installations:
Travel to branch locations for onsite troubleshooting, repairs, and IT setup.
Install and configure workstations, printers, networking equipment, and peripherals.
Perform basic network troubleshooting (e.g., checking connectivity, patching cables, resetting routers/switches).
Assist with new branch openings, IT relocations, and equipment upgrades.
Security & Compliance:
Ensure all IT systems comply with financial, security policies and industry regulations.
Assist in deploying security patches, antivirus, and updates to endpoints.
Enforce best practices for password management, multi-factor authentication (MFA), and secure access.
Qualifications & Skills:
8 years of experience in IT support, help desk, or field service roles.
Strong troubleshooting skills with Windows OS, Active Directory, Office 365, and remote desktop support.
Basic knowledge of networking (TCP/IP, switches, routers, Wi-Fi, VPNs).
Experience with ticketing systems and IT documentation.
Familiarity with financial software, financial applications, or security policies is a plus.
Ability to work independently, prioritize tasks, and travel between locations as needed.
Strong customer service skills with excellent verbal and written communication.
A Certification or equivalent experience required; Network , Security , or MCP preferred.
Work Environment & Travel:
Onsite and fieldwork in branches
Must have a valid driver’s license and reliable transportation.
Ability to lift and carry IT equipment (up to 50 lbs).