On-Site IT Help Desk Specialist — ServiceNow & Windows Support

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

Job summary

Rize Federal Credit Union in Irwindale, CA is seeking a Help Desk Specialist to be the on-site front-line IT contact. You will handle calls, chats, and tickets, resolve issues at first contact, and escalate complex problems as needed.

This Tier 1 role reports to Infrastructure leadership and collaborates with IT field staff and engineers. You will own the service desk queue, perform onboarding/offboarding, and support core collaboration tools (Outlook/Exchange, Teams, SharePoint) while

Qualifications

• 1–2 years of help desk or IT service desk experience in a business setting.
• Experience working tickets in an ITSM system (ServiceNow preferred).
• Hands-on with Windows 10/11 and Microsoft 365 users.
• Working knowledge of Active Directory and/or Microsoft Entra ID user administration.
• Basic networking concepts (Wi‑Fi, IP, VPN) and routing basics.
• Strong customer service skills and patience with non-technical users.
• Clear verbal/written communication and simple, step-by-step instructions.
• Ability to stay calm during outages and manage multiple requests.
• Discretion with confidential member information.

Responsibilities

• Triage and resolve tickets in ServiceNow within SLAs.
• Serve as first point of contact by phone, Teams, email, walk-up, and ticket.
• Resolve Windows/M365, browser, printer, and peripheral issues on first contact.
• Reset passwords, unlock accounts, and assist MFA setup/resets.
• Create/update/disable user accounts in Entra ID and AD.
• Complete on- and offboarding checklists with HR.
• Provide first-line support for Outlook/Exchange/Teams/SharePoint and company devices.
• Image and deploy laptops/desktops/monitors using Intune.
• Support printers, scanners, phones, and video equipment.
• Maintain IT asset inventory and records.
• Follow security/compliance procedures and report phishing incidents.
• Write/maintain knowledge base articles and improve processes.
• Support IT projects and branch rollouts as assigned.

Skills

Customer service

Communication

Prioritization

Time management

Team collaboration

Education

High school diploma

Tools

ServiceNow

Active Directory

Microsoft Entra ID

Microsoft 365

Job description

Rize Federal Credit Union in Irwindale, CA is seeking a Help Desk Specialist to be the on-site front-line IT contact. You will handle calls, chats, and tickets, resolve issues at first contact, and escalate complex problems as needed.

This Tier 1 role reports to Infrastructure leadership and collaborates with IT field staff and engineers. You will own the service desk queue, perform onboarding/offboarding, and support core collaboration tools (Outlook/Exchange, Teams, SharePoint) while