Senior IT Help Desk Lead — Hybrid Support & Ops

Crane Credit Union; Indiana; Hybrid; USD 59,000 - 88,000; Full time

Job summary

Crane Credit Union is seeking a Senior Help Desk Administrator to provide frontline IT support for staff across channels, maintain daily IT operations, and help optimize service delivery. The role is based at West Gate (Corporate) in Odon, IN with a hybrid schedule.

The ideal candidate will troubleshoot issues, review logs, address security-related items, and work with teams to reduce recurring incidents while adopting best practices to improve end-user experiences.

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.

Job description

Crane Credit Union is seeking a Senior Help Desk Administrator to provide frontline IT support for staff across channels, maintain daily IT operations, and help optimize service delivery. The role is based at West Gate (Corporate) in Odon, IN with a hybrid schedule.

The ideal candidate will troubleshoot issues, review logs, address security-related items, and work with teams to reduce recurring incidents while adopting best practices to improve end-user experiences.