Overview

The IT Service Desk Technician I is a full-time position and operates as a member of Service Desk team within the IT Infrastructure group. The position’s role is to serve as the primary point of contact between users and IT service providers. To accomplish this the IT Service Desk Technician I manages incidents and service request, access management request, and also handles communication to users across the organization. Where applicable, the IT Service Desk Technician I will assist in overseeing the security, integrity, and safety of the desktop infrastructure. The primary objective of these activities is to deliver value, via highly available IT Services, to the member owners of Northwest Federal Credit Union.

Responsibilities

Categorize and prioritize incoming calls and self-service submissions to the IT Service Desk to ensure user and member needs are addressed in a timely and effective manner, and in accordance to established Service Level Agreements (SLA’s)
Create tickets within the IT Service Management System that contain all required and pertinent information
Provide direct user support to resolve incidents and complete service requests
Document actions performed to resolve the issue within the ticket, and when necessary create new Knowledge Base Articles (KBA’s) for future use by other technicians
Perform post-resolution follow ups with senior level help desk personnel as required
Complete access management requests for user on-boarding, transfers and separations
Escalate tickets as necessary to IT service providers. Escalated tickets should include notes that outline what troubleshooting steps were performed, and the results of those actions, prior to escalation
Identify and report trends which impact IT service levels to management
Assist in producing monthly IT service level reports
Assist in imaging new workstation hardwareAssist in the management of corporate cellular devices
Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)

Qualifications

High school diploma or equivalent
One year of IT troubleshooting experience preferred; experience working in a high volume call center environment may be substituted for relevant experience
Experience in the following IT troubleshooting areas preferred: Identifying, connecting, and troubleshooting hardware components and devices
Installing and supporting Microsoft Windows desktop operating systems and Office applications
Identifying network types, standard protocols, and troubleshooting connectivity issues
Standard IT Security practices and applicable data privacy practices and laws
General Understanding of the following is preferred: IT Service Management processes
Microsoft Domain Services
Virtual Desktop Interface (VDI) technologies
Linux and/or open source technologies
Unified Communications technologies
Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely
Ability to review and analyze or interpret data and documentation and to make decisions regarding subsequent actions
Effective oral and written communication skills
Ability to demonstrate new skills as required by the organization after sufficient time and training to support an evolving environment
Ability to write technical documentation
Ability to interact effectively with all levels of the organization and/or with members

Additional Compensation

Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.

EEO Notice

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or HRDepartment@nwfcu.org.

Northwest Federal Credit Union

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IT Service Desk Technician