Help Desk Technician

Job DetailsJob Location: Lubbock Main Office - Lubbock, TX 79409Position Type: Full TimeEducation Level: 4 Year DegreeTravel Percentage: NegligibleJob Shift: DayJob Category: Information TechnologyPosition Summary: The Help Desk Technician provides technical support to credit union staff, ensuring prompt and effective resolution of IT-related issues. This role involves troubleshooting hardware and software problems, assisting with banking technology, and maintaining efficient operations of the credit union's IT systems. Duties and Responsibilities: Provide technical support and assistance to end-users via phone, email, chat, or in-person. Troubleshoot hardware, software, and network issues and provide timely resolution. Maintain detailed documentation of all support requests, resolutions, and follow-ups using the ticketing system. Install, configure, and maintain desktops, laptops, printers, and other IT equipment. Assist with user account management, including password resets, access permissions, and account provisioning. Collaborate with other teams to escalate and resolve complex issues. Provide user training and guidance to staff on IT systems and banking technologies. Maintain knowledge base articles and documentation for common issues and solutions. Stay updated on emerging technologies and best practices in IT support. Exercises independent judgment, initiative, and attention to detail as well as the ability to function well in a rapidly changing environment with little direct supervision. Champions and embodies company values of Kindness, Trust, Excellence, Respect, and Stewardship. Executes company strategies, policies, procedures, and projects to achieve organization goals and requirements. QualificationsSkills/Qualifications One year, or more, of hands-on experience with the following is preferred.  Technical proficiency in Windows operating systems. Knowledge of Microsoft Office Suite and other common business applications. Basic understanding of TCP/IP networking and troubleshooting principles. Familiarity with Active Directory, Exchange, and other enterprise systems. Reliable transportation and a valid license are mandatory as there will be occasional travel to remote properties to provide support. Able to lift 50lbs and is comfortable sitting or standing for long periods if necessary. Fiserv and banking experience strongly preferred but not required. Industry certifications are preferred (i.e. CompTIA A+, N+, etc.). Excellent ability to multitask, prioritize, and report. Professional demeanor and dress. This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.