Help Desk Field Technician

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.
• Aid 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.

Qualifications

• 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.