Help Desk Technician

ADP, Inc.; Baton Rouge (LA); On-site; USD 36,000 - 54,000; Full time

Job summary

Campus Federal is seeking a Help Desk Technician to serve as the first point of contact for internal technology support. You will diagnose and resolve hardware, software, and system-related issues, while delivering professional, customer-focused service.

This on-site role is based in Baton Rouge, LA, requiring strong communication and teamwork. The ideal candidate has CompTIA A+ or equivalent, Windows 11 experience, and familiarity with Microsoft 365 and AD environments.

Qualifications

• CompTIA A+ certification or equivalent Tier 1 support experience.
• Experience supporting Windows 11 environments including imaging, deployment, updates, and end-user support.
• Experience with Microsoft 365, Entra ID/Azure AD, and Active Directory administration.
• Experience working in a help desk ticketing system, documenting issues, tracking resolutions, and maintaining service records.
• Strong troubleshooting and communication skills.
• Knowledge of hardware, software, operating systems, and basic networking concepts.

Responsibilities

• Provide first-level technical support to team members by diagnosing and resolving hardware, software, and system-related issues.
• Deliver timely, professional, and customer-focused support while meeting service level expectations.
• Respond to support requests through multiple channels and document issues through resolution.
• Install, configure, deploy, and maintain computer hardware, software, and peripherals.
• Escalate complex issues and follow requests through completion.
• Collaborate with vendors and third-party providers to resolve issues.
• Maintain accurate technology asset inventories and oversee decommissioning of equipment.
• Contribute to and maintain technical documentation and knowledge base resources.
• Support backup and recovery processes and telecommunications systems.

Skills

CompTIA A+ certification

Windows 11 support

Microsoft 365

Entra ID / Azure AD

Active Directory administration

IT ticketing system

Troubleshooting

Customer service

Networking basics

On-site support

Tools

Azure AD tools

Remote management tools

Job description

At Campus Federal, our mission is to enhance the lives of our members and the communities we serve. We're looking for a customer-focused Help Desk Technician to provide exceptional technology support to our internal team members and help ensure the smooth operation of the Credit Union's technology environment.

In this role, you'll serve as the first point of contact for technical support, assisting employees with hardware, software, and system-related issues while delivering a high level of service. The ideal candidate is a problem solver with strong technical aptitude, excellent communication skills, and a passion for helping others succeed.

Responsibilities Include:

• Provide first-level technical support to team members by diagnosing and resolving hardware, software, and system-related issues.
• Deliver timely, professional, and customer-focused support while meeting established service level expectations.
• Respond to support requests through multiple channels and ensure issues are accurately documented and tracked through resolution.
• Install, configure, deploy, and maintain computer hardware, software, and peripheral equipment.
• Escalate complex technical issues to appropriate resources and follow requests through completion.
• Collaborate with vendors and third-party providers to resolve technology-related issues.
• Maintain accurate technology asset inventories and oversee the decommissioning of equipment.
• Contribute to and maintain technical documentation and knowledge base resources.
• Support backup and recovery processes, telecommunications systems, and other department technology initiatives.
• Monitor technology systems and assist in maintaining a secure and reliable computing environment.
• Participate in on-call support rotations and assist with special projects as needed.
• Work collaboratively with IT team members to support organizational goals and technology operations.

Job Requirements:

• CompTIA A+ certification or equivalent experience in a Tier 1 technical support role.
• Additional technology certifications are a plus.
• Experience supporting and troubleshooting Windows 11 environments, including imaging, deployment, updates, and end-user support.
• Hands-on experience with Microsoft 365, Microsoft Entra ID (formerly Azure Active Directory), and Active Directory administration.
• Experience working within a help desk ticketing system, including documenting technical issues, tracking resolutions, prioritizing requests, and maintaining accurate service records.
• Strong troubleshooting and problem-solving skills.
• Knowledge of computer hardware, software, operating systems, and basic networking concepts.
• Excellent customer service and communication skills.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Strong attention to detail and commitment to providing exceptional internal support.
• Ability to work independently and collaboratively as part of a team.
• Experience supporting third-party banking or financial services applications is preferred.

Additional Information

Candidates selected for further consideration may be required to complete a technical aptitude assessment to evaluate relevant IT support knowledge and skills.

This position is based in Baton Rouge, LA and requires regular onsite attendance at Campus Federal. This is not a remote opportunity.

Why Campus Federal?

At Campus Federal, you'll join a team committed to service excellence, professional growth, and making a positive difference in the lives of our members. We value dependability, respect, continuous improvement, professionalism, and delivering excellence in every experience.

Benefits include 100% employer-paid health, dental, and long-term disability insurance for employees, optional dependent coverage, and generous paid time off to support work-life balance.