IT Intern Help Desk

PrimeWay Federal Credit Union; Houston (TX); On-site; USD 21,000 - 34,000; Part time

Job summary

PrimeWay Federal Credit Union is seeking a part-time Help Desk technician to provide first-line support for hardware, software, and user accounts in Houston. You will troubleshoot issues, log tickets, and coordinate with IT colleagues.

The role emphasizes customer service, basic AD and Office 365 tasks, and on-call Saturdays. Hours are 9am–2pm, non-exempt, with opportunities to learn and grow.

Qualifications

• Proficient knowledge of Microsoft Windows 10.
• Basic knowledge of Office 365.
• Experience with Microsoft Office.
• Basic knowledge of Active Directory.
• Problem-solving capabilities.
• Team player with good phone and customer service skills.

Responsibilities

• Provide first line of technical support for credit union hardware and software.
• Maintain and upgrade printers, workstations, and desktop software with patches.
• Onboard new users to Active Directory and Office 365; create logins.
• Deactivate terminated users across applications.
• Log and document all calls in the incident management system.
• Monitor incident queue and respond within SLA.
• Assist Virtual Desktop and Server admins with projects.
• Escalate unresolved issues to next-level support.
• Create and maintain procedures and documentation.
• Follow security support policies and procedures.
• Be available for Saturday on-call.
• Position hours are 9-2.

Skills

Windows 10

Office 365

Active Directory

Customer service

Troubleshooting

Ticketing system

Team player

Education

High school education

Houston Community College Co-op Program

Tools

Office 365

Active Directory

Job description

Department: Information Technology Reports To VP of IT

Employment Status: Part-Time Classification: Non-Exempt

Position Summary:

The Help Desk's role is to provide technical assistance and support related to computer systems, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner. Helpdesk support works with the IT team, often interacting with systems and users across the company. The Help Desk person will be able to troubleshoot customer issues and resolve tickets opened by customers.

Responsibilities:

• Responsible for the first line of technical support for all credit union-supported hardware and software
• Ensures printers, workstations, and desktop software are maintained and upgraded with the latest patches while performing system troubleshooting
• Responsible for onboarding new users to Active Directory, emails in Office 365, and creating login in different applications
• Responsible for deactivating users who have been terminated from the network and different applications
• Ensures printers, workstations, and desktop software are maintained and upgraded with the latest patches while performing system troubleshooting
• Ensure all calls are logged and detailed in the incident Management ticketing system
• Monitor Service Desk incident queue, providing the appropriate categorization and responding within SLA
• Assist Virtual desktop Admin and Server admin with their projects
• Direct unresolved issues to next-level support
• Create and improve procedures by writing and maintaining documentation.
• Understand and comply with security support policies and procedures
• Willing to learn new technologies.
• Be available for Saturday Rotational On-call
• Position hours are from 9-2

Knowledge and Skills:

• Proficient knowledge of Microsoft Windows 10
• Must have a basic knowledge of Office 365
• Experience with Microsoft Office
• Must have basic knowledge of Active Directory
• Possesses problem-solving capabilities
• Knowledge of the principles, methods, and techniques used in PC support
• Must be a team player as well as taking work individually
• Must have good Phone and customer service skills

Abilities:

• Ability to communicate orally and written in a professional manner
• Able to document project and other processes
• Ability to apply technical standards, principles, theories and techniques
• Handles highly confidential information/material
• Able to organize, coordinate, and direct projects.
• Must be able to work independently and as a team member.
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues

Education And Experience:

• High school education
• Participating in Houston Community College Co-op Program

ADA Requirements:

Perform primarily sedentary work with limited physical exertion and occasional lifting up to 5 lbs. Must be capable of climbing/descending stairs in emergencies. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.