Remote IT Help Desk Coordinator - Tier2 Access & Support

Golden 1 Talent Acquisition Team; Manlove (CA); Sur place; USD 36 000 - 38 000; Plein temps

Résumé du poste

Golden 1 Credit Union in California seeks an IT Help Desk Coordinator to serve as the first point of contact for technical support and system access requests, troubleshoot issues, and ensure security-minded access management in a banking environment.

You will provision and de-provision access, perform access reviews, support enterprise apps via phone, email, or ticketing, and handle Tier2 fixes on PCs, network, and A/V devices, while adhering to SLAs and compliance.

Qualifications

• H.S. Diploma or General Education Degree (GED) and prerequisite completion Computer Technology classes required

Responsabilités

• Provision and de-provision system access based on Role Based Access Control with least privilege methodology.
• Manage ongoing support for RBAC for systems managed by Helpdesk.
• Perform periodic access reviews to identify exceptions and resolve discrepancies.
• Provide support for enterprise applications via phone, email, or ticketing system; troubleshoot and escalate issues as needed.
• Provide resolution and completion of end-user issues within service level agreements.
• Prioritize and schedule tasks within Service Desk.
• Support a mixed platform environment: Windows, iOS, tablets, laptops, desktops, and A/V systems.
• Provide helpdesk support to front line staff on banking hardware (Cash Dispenser/Recyclers, Card machines, Check Scanners, Printers, Pin pads, multi-functions).
• Coordinate hands-on fixes at Tier 2 level: software installs, hardware setups, config of PCs/laptops/mobile devices.
• Coordinate Tier 2 fixes for network connectivity in WAN/LAN/WIFI in an enterprise environment.
• Maintain tables and settings within VMS Host System for terminals, desktops, printers, cash dispensers.
• Develop and maintain internal procedures, technical documentation and IT support knowledgebase.
• Communicate updates for equipment maintenance to staff.
• Keep management updated on outstanding issues as per escalation procedures.
• Develop and implement operating procedures and conduct training as required.
• Understand business area needs and translate into technical solutions in credit union operations.
• Escalate when user/system security standards are not followed.
• Maintain knowledge of state and federal laws related to credit union compliance.
• Research and resolve system access support issues.
• Perform other job-related duties as necessary.

Formation

High School Diploma or GED

Description du poste

Golden 1 Credit Union in California seeks an IT Help Desk Coordinator to serve as the first point of contact for technical support and system access requests, troubleshoot issues, and ensure security-minded access management in a banking environment.

You will provision and de-provision access, perform access reviews, support enterprise apps via phone, email, or ticketing, and handle Tier2 fixes on PCs, network, and A/V devices, while adhering to SLAs and compliance.