On-Site IT Help Desk Specialist

Rize Credit Union; Irwindale (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Rize Federal Credit Union is seeking a Help Desk Specialist to own day-to-day technology support for team members at our Irwindale headquarters. You’ll be the primary on-site IT contact handling calls, chats, and tickets, resolving issues on first contact and escalating complex problems as needed.

This Tier 1 role reports to the Director of Infrastructure and Security Operations, collaborating with IT Field Systems Administrators and senior engineers to keep everyday support fast and reliable.

Qualifications

• 1–2 years of help desk, desktop support, or IT service desk experience in a business environment.
• Experience working tickets in an ITSM/ticketing system (ServiceNow preferred).
• Hands-on experience supporting Windows 10/11 and Microsoft 365 users.
• Working knowledge of Active Directory and/or Microsoft Entra ID user administration.
• Basic understanding of networking concepts such as Wi‑Fi, IP addressing, network cabling, and VPN.
• Strong customer service skills, with patience when supporting non-technical team members.
• Clear verbal and written communication, including the ability to give simple step-by-step instructions.
• Ability to stay calm during outages, manage multiple requests, and prioritize by business impact.
• Discretion in handling confidential member and team member information.
• High school diploma or GED

Responsibilities

• Own the IT service desk queue in ServiceNow: triage, prioritize, and resolve tickets within SLAs.
• Be the first point of contact by phone, Microsoft Teams, e-mail, walk-up, and ticket.
• Resolve Windows, Microsoft 365, browser, printer, and peripheral issues on first contact whenever possible.
• Reset passwords, unlock accounts, and assist with MFA setup and resets.
• Create, update, and disable user accounts in Microsoft Entra ID and Active Directory.
• Complete new-hire onboarding and offboarding checklists in coordination with HR.
• Provide first-line support for Outlook, Exchange, Teams, OneDrive, SharePoint, and company-managed mobile devices.
• Image, configure, deploy, and replace laptops, desktops, monitors, docks, and peripherals using Microsoft Intune.
• Support printers, scanners, phones, conference rooms, and video meeting equipment.
• Maintain accurate IT equipment inventory and asset records.
• Follow security and compliance procedures and report suspected phishing or security incidents promptly.
• Write and maintain knowledge base articles, and recommend improvements that reduce ticket volume.
• Support IT projects, technology rollouts, and branch projects as assigned.

Skills

ServiceNow

Customer service

Windows 10/11

Microsoft 365

Active Directory / Entra ID

Networking basics

Verbal & written communication

Prioritization & multitasking

Education

High school diploma or GED

Associate degree or IT training

CompTIA A+ or ITIL Foundation

Microsoft 365 Fundamentals

Tools

ServiceNow

Active Directory

Microsoft Entra ID

Microsoft Intune

Office 365 Admin

Job description

Rize Federal Credit Union is seeking a Help Desk Specialist to own day-to-day technology support for team members at our Irwindale headquarters. You’ll be the primary on-site IT contact handling calls, chats, and tickets, resolving issues on first contact and escalating complex problems as needed.

This Tier 1 role reports to the Director of Infrastructure and Security Operations, collaborating with IT Field Systems Administrators and senior engineers to keep everyday support fast and reliable.