Entry-Level IT Help Desk Technician

Allegacy Federal Credit Union; Frontis (NC); On-site; USD 40,000 - 52,000; Full time

Job summary

Allegacy Federal Credit Union in North Carolina is seeking a Help Desk Analyst I to answer incoming support calls, log tickets, and perform basic troubleshooting of hardware and software. You will be the first point of contact for internal staff and work with the IT team to resolve issues.

You will document resolutions, contribute to knowledgebase, and assist with IT projects. The role requires strong customer service, clear communication, and the ability to multitask in a fast-paced environment.

Qualifications

• 0-2 years of computer support or related area.
• High school degree or equivalent; Associate degree or better preferred.
• Previous customer service experience strongly desired.

Responsibilities

• Deliver exceptional member service to every member, every time, aligning with Brand Culture.
• Meet or exceed established service goals.
• First point of contact for internal Credit Union personnel.
• Respond to requests for user assistance.
• Software and hardware troubleshooting.
• Track all calls using online Help Desk application.
• Work as a member of the Systems Engineering Support Team.
• Investigate and resolve computer software and hardware problems.
• Investigate and resolve network problems both voice and data.
• Escalate and assign 2nd tier support calls to appropriate resources.
• Provide monthly reports for TrackIT database to management.
• Assist IT Department staff with IT projects.
• Document resolutions in knowledgebase for future reference.
• Perform hardware and software installations.

Skills

Operating systems

Phone support

Customer service

Troubleshooting

Multitasking

Communication

Teamwork

Problem solving

Patience

Lifting 50 lbs

Education

High school diploma or equivalent

Associate degree or better preferred

Tools

TrackIT

Job description

Allegacy Federal Credit Union in North Carolina is seeking a Help Desk Analyst I to answer incoming support calls, log tickets, and perform basic troubleshooting of hardware and software. You will be the first point of contact for internal staff and work with the IT team to resolve issues.

You will document resolutions, contribute to knowledgebase, and assist with IT projects. The role requires strong customer service, clear communication, and the ability to multitask in a fast-paced environment.