Help Desk Support (Northeast Location)

Job Title: Help Desk Support
Department: Information Services & Technology
Reports To: Help Desk Supervisor
FLSA: Non-Exempt


The following description should be considered the foundation of your job, not its boundaries.  Your success will be greatly enhanced by adopting a learning attitude and by a willingness to participate in educational opportunities for yourself. 

To attain the organization’s goals effectively and efficiently as a member of the Help Desk Team and providing technical support to the credit union employees. 

As a member of this team, your primary responsibility is to serve and satisfy the credit union members.  This includes whether your job involves dealing with members directly or providing service to someone who does.

You should also expect to participate in activities not described here, which will serve to ensure that Information Services and Technology operates with efficiency and ingenuity.


  • Field Help Desk calls and follow through on, or refer requests where appropriate.
  • Perform the duties required of the morning, day, or evening shift, processing jobs according to schedule.
  • Maintain schedule timeliness by communicating potential problems or delays to management and fellow Help Desk staff where applicable.
  • Provide current status of assigned projects and/or problem reports through documentation in ServicePRO.
  • Perform month end procedures as required of shift.
  • Update ServicePRO tickets in a timely and detailed manner.
  • Effectively trouble shoot and resolve job posting failures, system failures and/or interruptions.
  • Maintain professional and technical knowledge by attending educational workshops and training.
  • Adhere to credit union policy in accordance with security and operational control requirements.
  • Actively participate in and contribute to the training of new and existing Help Desk operators, working under the guidance of the Information Service Department’s management staff.
  • Attends meetings as required.
  • Accurately and promptly track Activity hours.
  • Analyze and determine source of system errors, malfunctions, job stoppages, and program information to ensure that operation standards are met and upheld.


  • PC proficiency in the Microsoft Office environment required.
  • Working technical knowledge of PC operating systems, including Windows 7, Windows 10.
  • Able to install, support, and troubleshoot PC hardware components and peripherals.
  • Possess exceptional organizational and communication skills.
  • Must be attentive and sensitive to details.
  • Ability to work independently and as part of a team.
  • Proficiency in following, updating and creating technical procedures is necessary.  Ability to meet deadlines and follow through on assigned requests and Help Desk calls is essential.  Must be attentive to detail and respect the need for timely completion of established procedures.


  • Minimum high school diploma or equivalent
  • College degree or certification in a technical field is preferred.


  • Ability to lift 40 pounds
  • Ability to operate office equipment


Take a look at the openings to the left. Email or fax your Resume to us with the information found below.