IT Technician

General Summary

Provides front-line technical support to Credit Union staff and assists in maintaining reliable day-to-day technology operations. This role is primarily responsible for help desk and end-user support, deploying and setting up computers and related equipment, performing basic account provisioning and password resets, and documenting/resolving support cases in accordance with established procedures. The IT Technician I performs routine troubleshooting and escalates higher-complexity issues to administrators or vendors as appropriate.

Essential Functions

1. Serve as the primary point of contact for IT support requests; intake, document, prioritize, and resolve support cases within the ticketing/work tracking process.

2. Provide end-user support for Windows workstations, standard business applications, printers, peripherals, and basic connectivity issues.

3. Deploy and configure endpoint devices using Microsoft Autopilot and established standards; verify proper enrollment, baseline configuration, and readiness for user assignment.

4. Perform physical setup for employees including workstation installation, device moves, cable management, and connection of peripherals (monitors, docks, printers, scanners, etc.).

5. Provision user accounts and perform password resets and routine access requests in accordance with documented procedures, approval requirements, and security policies (e.g., Active Directory/Entra ID as applicable).

6. Perform routine troubleshooting and remediation steps using documented runbooks/knowledge articles; escalate when issues exceed scope or require administrative/vendor action.

7. Support phone endpoints and basic telephony troubleshooting (e.g., device setup, connectivity checks, restart/reprovision steps) and escalate system-level changes to the appropriate administrator or vendor.

8. Participate in and execute assigned IT projects by completing defined tasks and/or small project deliverables (e.g., workstation deployments/refreshes, equipment moves, standard software rollouts) in accordance with established standards and timelines, seeking guidance from peers or supervisors as needed and escalating risks, blockers, and out-of-scope issues promptly.

9. Perform basic triage troubleshooting for cameras and alarm connectivity issues as needed (e.g., power/network checks, verifying connections, documenting symptoms) and coordinate escalation to administrators or vendors for repair/configuration.

10. Maintain accurate inventory and tracking of IT assets assigned to staff, including device status, assignments, and changes.

11. Create and maintain support documentation, knowledge base articles, and procedural notes to improve consistency and reduce repeat issues.

12. Follow all applicable policies and procedures, including information security, acceptable use, and data handling requirements; promptly report suspected security incidents or policy violations.

13. Regular and dependable attendance.

Note: The list of essential functions is not exhaustive and may be supplemented as necessary from time to time.