Service Desk Technician

We are Addition Financial , a member-owned, not-for-profit financial cooperative, offering comprehensive financial solutions that help members achieve their financial goals. Shareholder profits don't drive us and never have. Since 1937, we've been on a mission to bring financial success and education to everyone and make a positive impact in the lives of our members and the communities we serve. And we want your help to make that happen. We're looking for people who not only want to do meaningful, challenging work, but who also have a heart for service. If this sounds like you, keep reading and we'll dive into the specifics! SUMMARY: The Service Desk Technician provides Tier 1–2 support and escalation research to keep Addition Financial's team members productive and its members well served. The role resolves incidents and service requests within SLA, manages endpoints and user access, supports IT projects and documentation, and follows all security and regulatory requirements for protecting member and employee data. ESSENTIAL DUTIES AND RESPONSIBILITIES: Respond to incidents and service requests by phone, email, chat, and the ITSM platform. Triage by category, priority, and impact, resolve within SLA, escalate complex issues to the right IT teams, and keep users informed until resolution. Diagnose and resolve hardware, operating system (Windows, macOS), application, and network connectivity issues on desktops, laptops, mobile devices, and printers/MFPs. Coordinate repairs or replacements to minimize downtime. Support branch equipment including check scanners, cash recyclers, and conference room A/V. Provide on-site support at branches and offices as needed. Coordinate onboarding and offboarding, including account provisioning, mailbox setup, access rights, MFA, password resets, VPN/remote access, device configuration, deprovisioning, and asset retrieval, in line with security policies. Maintain hardware, peripheral, and software license inventory. Track assignments and renewals, and support procurement, deployment, and decommissioning. Identify, track, and remediate vulnerabilities by applying patches, updates, and configuration changes. Follow all credit union security, regulatory, and data-protection procedures. Create and maintain knowledge base articles and SOPs that support self-service, reduce ticket volume, and promote knowledge sharing across the team. Participate in IT projects, track milestones, and communicate progress to stakeholders. Take part in after-hours, weekend, or on-call support for maintenance windows and outages. OTHER DUTIES AND RESPONSIBILITIES Pursue relevant certifications and continuing education, complete required security and compliance training, and keep up with new technologies and security risks. Train and mentor team members and end users on new tools, processes, and self-service options. Recommend improvements to service desk processes and the user experience. Perform other duties as assigned. REQUIREMENTS: Education: High School Diploma or equivalent. Experience 2+ Years of IT Service Desk Experience Any applicable system or program knowledge: Proficient in Windows, macOS, Microsoft 365 (Office, Teams, SharePoint), and common enterprise applications. Proficient in Microsoft administration tools: Active Directory, Microsoft Entra ID, Group Policy, Exchange Online, Intune, and the Microsoft 365 Admin Center. Experience with ITSM/ticketing systems (e.g., ServiceNow, Jira, ServiceDesk Plus) and remote support tools (e.g., TeamViewer, AnyDesk, Quick Assist). Proficient in command-line and graphical network diagnostic tools (e.g., CLI, SolarWinds, Wireshark). OTHER CHARACTERISTICS OF THE POSITION: Physical Demands: Ability to sit for extended periods while using a computer. Occasional lifting of IT equipment (up to 50 lbs). Frequent use of hands to operate computer and office equipment. Ability to stand for extended periods when assisting users or during training sessions. Bending, reaching, and squatting may be required to troubleshoot hardware in various office environments. Must have the ability to see details at close range (within a few feet) and the ability to adjust focus when working with computers and other equipment. Occasional travel may be required to support remote offices or off-site locations, including local travel within the service area. Mental Demands: Strong problem-solving skills with the ability to think critically and analytically under pressure. Emotional resilience to navigate challenging situations and customer interactions. Demonstrate empathy and patience when supporting users with varying levels of technical proficiency. Capacity to handle moderate stress levels while maintaining professionalism and composure. Ability to handle multiple tasks and prioritize effectively. Excellent verbal and written communication skills. Capacity to work in a fast-paced environment while maintaining attention to detail. WORKING WITH US: We’re continually recognized as a top employer because we understand people like you want more out of your career. Like making a difference in people’s lives and in the community. Being part of a team that supports each other. Feeling good about the time you spend at work each day. And being able to balance your life while also earning a competitive base salary and benefits, including: 401k with profit sharing contribution Comprehensive medical, dental and vision coverage from leading insurance providers Continuing education and up to $5,000 in tuition assistance annually Generous vacation and sick pay Paid parental leave and volunteer time off Major holidays off including Federal holidays that many other industries don't observe Credit union benefits including reduced consumer/mortgage loan rates, free checks, and other financial services discounts At Addition Financial, we accept you for who you are. We are an equal opportunity employer and do not discriminate based on race, color, creed, religion, national origin, sex, marital status, age, protected veteran status, or disability/handicap with regards to recruitment, selection, placement, promotion, wages, benefits, and any other areas of employment. Personal perspectives and beliefs are what helps our team members, and our company, grow as a whole and we seek to nurture that inclusiveness. We welcome our team member’s diverse viewpoints and work together so that everyone’s voices are heard. So, if you’re ready to take your career to the next level, Count Us In®.