Tech Support Help Desk — First-Line IT Troubleshooter

Vantage West Credit Union; Tucson (AZ); On-site; USD 29,000 - 38,000; Full time

Benefits offered by this job

Health Coverage

401k Plan

Paid Time Off

Tuition Reimbursement

Job summary

Vantage West Credit Union in Tucson, AZ, seeks a Technical Support Help Desk specialist to be the first point of contact for end users. You will provide first-level IT support, triage issues, document details in the service desk tool, and resolve simple problems on first contact when possible.

The role requires strong Windows knowledge, clear communication, and the ability to work in a fast-paced environment. Regular office presence at the corporate office is expected.

Qualifications

• High School diploma required.
• 1 year of technical support experience in a professional environment.
• Must be located in or around Tucson, AZ to work at the Corporate Office regularly.

Responsibilities

• Triages issues and service requests via phone, email or chat, providing first-level troubleshooting and documenting details in the service desk system.
• Escalates issues to second- and third-level specialists per SLAs and follows up on incidents as needed.
• Creates and maintains FAQ documents, knowledge articles and user guides for support purposes.
• Provides how-to assistance on all internally supported devices, applications and systems.
• Performs basic system administration tasks such as password resets and account management.
• Trains local users on computer-related issues, including VPN access.
• Keeps informed about trends in hardware, software and automation technologies relevant to service and support.
• Contributes to achieving service level goals like user satisfaction, average talk time and first contact resolution.

Skills

Windows knowledge

Technical terminology

Active listening

Troubleshooting

Documentation

Education

High School diploma

Job description

Vantage West Credit Union in Tucson, AZ, seeks a Technical Support Help Desk specialist to be the first point of contact for end users. You will provide first-level IT support, triage issues, document details in the service desk tool, and resolve simple problems on first contact when possible.

The role requires strong Windows knowledge, clear communication, and the ability to work in a fast-paced environment. Regular office presence at the corporate office is expected.