Act as the first point of contact for technical issues submitted via phone, email, or ticketing system.
Provide hands-on and remote support for desktops, laptops, printers, phones, mobile devices, and other peripherals.
Support and troubleshoot credit union-specific applications such as Symitar, Synergy, FICS, and other financial platforms. Perform user onboarding/offboarding, including hardware setup, user account provisioning, and access configuration.
Manage support tickets in the help desk system, ensuring timely response and accurate documentation of all actions and resolutions.
Maintain and update internal IT documentation, including system configurations, procedures, known issues, troubleshooting steps, and asset records.
Troubleshoot basic network issues (e.g., LAN, Wi-Fi, VPN connectivity).
Maintain IT hardware inventory, coordinate asset deployment and recovery.
Collaborate with vendors and escalate issues as needed.
Participate in IT projects and contribute to the implementation of new systems and upgrades.
Educate employees on new tools, best practices, and IT policies.
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