Senior Help Desk Administrator

Crane Credit Union; Odon (IN); On-site; USD 40,000 - 65,000; Full time

Job summary

Crane Credit Union IT Helpdesk Support role seeks an organized technician to assist staff with technical issues via phone, in person, and remote tools. You will support daily IT operations and contribute to timely, effective user support across the credit union.

Responsibilities include escalating tickets, reviewing reports, and identifying process improvements to boost service quality and efficiency. Indiana-based team environment and ongoing learning opportunities.

Responsibilities

• Provide comprehensive technical support by managing, troubleshooting, and resolving help desk requests through multiple service channels, including phone, face-to-face interactions, and remote support tools, ensuring responsive and effective user support.
• Escalates help desk work orders as needed, and ensures that all work orders are assigned.
• Performs daily, monthly, quarterly, and annual IT operational functions as needed.
• Reviews reports, opening work orders and notifying appropriate staff and management of errors or potential problems.
• Proactively identify, recommend, and implement opportunities to improve help desk processes, service delivery, and technical support operations.
• Stay current with emerging technologies, tools, and industry best practices, and share innovative solutions that improve team efficiency, service quality, and operational effectiveness.

Job description

Role:Acts as a helpdesk support for IT department and credit union staff, and assists with daily IT operational procedures.Responsibilities:Provide comprehensive technical support by managing, troubleshooting, and resolving help desk requests through multiple service channels, including phone, face-to-face interactions, and remote support tools, ensuring responsive and effective user support.Escalates help desk work orders as needed, and ensures that all work orders are assigned.Performs daily, monthly, quarterly, and annual IT operational functions as needed.Reviews reports, opening work orders and notifying appropriate staff and management of errors or potential problems.Perform basic network support activities including and not limited to Log Review and initial trouble shooting of LAN/WAN technical issues.Assist int he remediation of identified vulnerabilities and security-related issues.Proactively identify, recommend, and implement opportunities to improve help desk processes, service delivery, and technical support operations.Evaluate recurring incidents, support trends, and user feedback to identify root causes, reduce repeat issues, and streamline workflows, and enhance the end-user experience.Stay current with emerging technologies, tools, and industry best practices, and share innovative solutions that improve team efficiency, service quality, and operational effectiveness.