Senior Help Desk Technician

Central Willamette Credit Union; Albany (OR); On-site; USD 10,000 - 60,000; Full time

Job summary

Central Willamette Credit Union is seeking a Senior Help Desk Technician to lead the Help Desk team and provide advanced support for IT issues. This mid-senior level role requires strong troubleshooting skills and experience in customer service. Join a supportive culture that focuses on integrity, respect, and teamwork.

Benefits

Medical insurance

Vision insurance

401(k)

Disability insurance

Competitive compensation

Qualifications

• Minimum 5 years’ experience in IT Help Desk/Support roles (2+ years Tier II or higher).
• Strong knowledge of networking (TCP/IP, DNS, DHCP, VPN).
• Ability to mentor junior staff and manage multiple priorities independently.

Responsibilities

• Provide expert-level support via phone, email, remote tools, and in person.
• Mentor and support Help Desk staff on technical and customer service issues.
• Deploy and maintain desktops, laptops, mobile devices, printers, and peripherals.

Skills

Customer service

Troubleshooting

Networking

Communication

Education

Associate degree in Computer Science or related field

Tools

Windows 10/11

Microsoft 365

Active Directory

Job description

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Central Willamette Credit Union provided pay range

This range is provided by Central Willamette Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$25.97/hr - $32.47/hr

Brief Description

At Central Willamette Credit Union, we believe in making a positive impact—for our members, our community, and each other. Our culture is grounded in integrity, respect, compassion, humor, and ethics, and we take pride in supporting employees who share these values.

We Offer

• Competitive compensation
• A supportive team that values who you are—just as much as what you do

Position Purpose

Under the supervision of the Director of IT, the Senior Help Desk Technician serves as a technical lead for the Help Desk team, providing advanced-level support for complex IT issues. This role is responsible for mentoring junior team members, resolving escalated problems, and helping ensure efficient, secure, and reliable IT operations across the organization.

Essential Functions & Responsibilities

Leadership & Team Support – 20%

• Mentor and support Help Desk staff on technical and customer service issues
• Monitor ticket trends and Help Desk metrics; recommend process improvements
• Review overdue/incomplete work orders and assist with resolution
• Maintain internal documentation and knowledge base articles

Technical Support & Troubleshooting – 25%

• Provide expert-level support via phone, email, remote tools, and in person
• Respond to IT inquiries and route to appropriate staff when needed
• Communicate updates and resolutions to users and managers
• Complete assigned work orders in the Help Desk system

Device Deployment & Maintenance – 15%

• Deploy and maintain desktops, laptops, mobile devices, printers, and peripherals
• Install/configure hardware and software, including updates
• Assist with lifecycle planning and equipment procurement

User Account & Security Administration – 10%

• Administer Active Directory user accounts and permissions
• Support patch management and endpoint security compliance

Employee Lifecycle & Onboarding Support – 10%

• Train employees on new software and systems
• Promote IT security awareness and application usage best practices

Operations, Projects & Escalations – 10%

• Perform daily/weekly/monthly IT operations tasks
• Escalate unresolved issues to system admins/engineers
• Contribute to IT projects, audits, and system enhancements

Branch Support & Travel – 5%

• Travel to branches and assist with IT setup, relocation, and troubleshooting

Compliance, Team Collaboration & Other – 5%

• Collaborate effectively with co-workers and act in alignment with CW values
• Comply with policies, procedures, and regulatory requirements
• Attend training and perform additional duties as assigned

Qualifications

Required Experience & Skills:

• Minimum 5 years’ experience in IT Help Desk/Support roles (2+ years Tier II or higher)
• Proficiency with Windows 10/11, Microsoft 365, Active Directory
• Strong knowledge of networking (TCP/IP, DNS, DHCP, VPN)
• Expertise with troubleshooting, documentation, and customer service
• Excellent communication skills; able to explain technical concepts clearly
• Ability to mentor junior staff and manage multiple priorities independently
• Strong attention to detail, organization, and multitasking skills
• Must have a valid driver's license and be able to commute to Albany Oregon.

Preferred Education

• Associate degree in Computer Science or related field (preferred but not required)

Physical Requirements

• Full-time hours required; flexibility for occasional additional hours
• Must be able to sit or stand at a computer for extended periods
• Vision abilities: close, distance, peripheral, depth perception, and focus adjustment
• Must frequently sit, stand, and walk as part of daily responsibilities

Apply today and be part of something meaningful at Central Willamette Credit Union—where technology meets the heart.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Disability insurance

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