IT Help Desk Coordinator

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🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $26 - $27 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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Golden 1 Credit Union

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1933

🏦 Banking

💸 Finance

Banking • Finance

Golden 1 Credit Union is a member-owned credit union headquartered in Sacramento, California. It provides retail and business banking and a wide range of consumer financial services, including multiple checking and savings options, term certificates and IRAs, mortgages and home equity products, auto and personal loans, credit cards, investing and wealth services, and insurance and protection options. The credit union emphasizes online and mobile banking tools, member rewards and cashback programs, financial education, community grants and scholarships, and partnerships (for example with the Golden 1 Center/Sacramento Kings).

📋 Description

• Provision and de-provision system access using role-based access control and least privilege methodology • Work with department managers and business owners to create, modify, and remove access and document approvals • Manage ongoing role-based access management support for systems managed by the Helpdesk • Perform periodic access reviews and resolve system access discrepancies • Support enterprise applications through phone, email, and ticketing systems • Troubleshoot, resolve, and escalate user issues and requests within service level agreements • Prioritize and schedule Service Desk tasks • Support Windows, iOS, tablets, laptops, desktops, and audio/video systems • Support banking hardware including cash dispensers/recyclers, credit card machines, check scanners, printers, PIN pads, and multifunction devices • Perform or coordinate Tier 2 software, hardware, system, and application fixes • Resolve network connectivity issues across enterprise WAN/LAN and Wi-Fi environments • Maintain VMS Host System tables, parameters, and settings • Develop internal procedures, technical documentation, and an IT Support knowledge base • Communicate equipment maintenance updates to appropriate staff • Escalate unresolved issues according to established procedures and keep management updated • Develop, document, and implement operating procedures and conduct training • Incorporate business needs into technical solutions and maintain knowledge of credit union procedures, products, services, and data processing systems • Escalate violations of user and system security standards • Maintain understanding of credit union compliance laws and regulations, including bank secrecy and anti-money laundering laws • Research and resolve system access support issues • Perform other job-related duties as necessary

🎯 Requirements

• High school diploma or General Education Degree (GED) required • Completion of prerequisite Computer Technology classes required • Customer-focused IT support approach • Ability to troubleshoot technology issues and system access requests • Knowledge of role-based access control and least privilege methodology • Ability to manage, document, and review user access approvals • Ability to support enterprise applications via phone, email, and ticketing systems • Ability to work within service level agreements and escalation procedures • Experience or capability supporting Windows, iOS, mobile devices, desktops, laptops, audio/video systems, and banking hardware • Ability to perform Tier 2 hardware, software, system, application, and network troubleshooting • Knowledge of enterprise WAN/LAN and Wi-Fi connectivity • Ability to develop technical documentation, procedures, knowledge bases, and training materials • Understanding of credit union procedures, products, services, data processing systems, and applicable state and federal compliance regulations • Security-first mindset and ability to protect sensitive information

🏖️ Benefits

• Comprehensive compensation package • Well-being and work-life balance programs • Career development and growth • Rewards and recognition • Commitment to Diversity, Equity and Inclusion • Market-competitive and internally equitable total rewards compensation package