IT Help Desk Technician - End-User Support & On-Call

TOPLINE FINANCIAL CREDIT UNION; Maple Grove (MN); On-site; USD 40,000 - 52,000; Full time

Job summary

TopLine Financial Credit Union in Maple Grove, MN is seeking an End User Support Technician to assist employees with daily technology needs. You will troubleshoot issues via phone, email, and ticketing system, provide excellent service, and document problems for resolution.

The role requires strong communication, a customer-focused mindset, and the ability to work independently or as part of a team in a fast-paced environment.

Qualifications

• Associates degree or equivalent education in Computer Science, Network Administration, or a related field, or 4 years of relevant IT experience.
• Strong communication, customer service, and phone support skills.
• Excellent attention to detail, organization, and time management skills.
• Ability to manage multiple priorities and meet deadlines.
• Strong analytical and problem solving skills.
• Self motivated and able to work independently as well as collaboratively in a team environment.

Responsibilities

• Initial point of contact for troubleshooting end user issues with IT systems and services.
• Record, track, and document the Help Desk request problem-solving process through to final resolution.
• Escalate problems to appropriate resources when unresolved.
• Provide status updates and feedback to end users on unresolved issues.
• Perform post-resolution follow-ups to evaluate resolutions and identify trends.
• Identify and learn software and hardware used and supported by the organization.
• Maintain hardware inventory systems and perform scheduled maintenance.
• Handle new hire and termination IT procedures including AD setup/removal.
• Instruct and train users in equipment and software usage; manage sign-outs of IT equipment.
• Serve as backup to IS Junior Administrator and Network Administrator.
• Participate in 24-hour on-call IS Hotline schedule.

Skills

Communication

Customer service

Phone support

Attention to detail

Time management

Problem solving

Teamwork

Adaptability

Self-motivation

Education

Associate degree in Computer Science or related field

4 years IT experience

Tools

Citrix

Thin-client environment

Job description

TopLine Financial Credit Union in Maple Grove, MN is seeking an End User Support Technician to assist employees with daily technology needs. You will troubleshoot issues via phone, email, and ticketing system, provide excellent service, and document problems for resolution.

The role requires strong communication, a customer-focused mindset, and the ability to work independently or as part of a team in a fast-paced environment.