First-Line IT Help Desk Specialist

Vantage West Credit Union; Tucson (AZ); On-site; USD 29,000 - 38,000; Full time

Benefits offered by this job

Health coverage (medical, dental, and视

401(k) plan

Tuition reimbursement

Paid time off

Holidays

Volunteer program

Life insurance

Flexible spending accounts

Pet insurance

Employee assistance program (EAP)

Job summary

Vantage West Credit Union in Tucson, AZ is seeking a Technical Support Help Desk specialist to deliver first-level IT support, triage issues, and document details in the service desk system. You will troubleshoot and resolve issues on initial contact where possible, and escalate when needed.

The role requires Windows knowledge, network terminology familiarity, and the ability to translate reported problems into clear guidance for users.

Qualifications

• One year technical support experience in a professional environment.
• Must be located in, or around Tucson, AZ to work out of our Corporate Office regularly.

Responsibilities

• Triages issues via phone, email or chat and provides first-level troubleshooting.
• Escalates to second/third level experts per SLAs and follows up on incidents.
• Creates and maintains FAQ documents and knowledge articles.
• Provides how-to assistance on internally supported devices and systems.
• Performs basic system administration tasks like password resets and account creation.
• Trains users on computer-related issues such as VPN access.
• Keeps informed on hardware/software trends affecting service and support.
• Supports key service level goals, including user satisfaction and first contact resolution.
• Performs other duties as assigned.

Skills

Windows OS knowledge

Technical terminology understanding

Analytical documentation

Fast-paced environment adaptability

Clear communication

Job description

Vantage West Credit Union in Tucson, AZ is seeking a Technical Support Help Desk specialist to deliver first-level IT support, triage issues, and document details in the service desk system. You will troubleshoot and resolve issues on initial contact where possible, and escalate when needed.

The role requires Windows knowledge, network terminology familiarity, and the ability to translate reported problems into clear guidance for users.