IT Help Desk Coordinator

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

1301

Grade:

13H

Status:

Non-exempt

POSITION AND PURPOSE

The Help Desk Coordinator is the initial point of contact for all Golden 1 end users and for all technical assistance and support related to computer systems, hardware, or software. This position responds to queries, runs diagnostic programs, isolates problems, determines, and implements solutions. This position is also responsible for the administration of network and systems access for all end users and vendors ensuring compliance with credit union corporate policies.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are a customer-focused IT professional who serves as the trusted first point of contact for technical support and system access requests. You excel at troubleshooting technology issues, managing user access with a security-first mindset, and delivering timely solutions that support business operations. You are organized, responsive, and committed to providing exceptional service while maintaining compliance, protecting sensitive information, and continuously improving support processes and documentation.

THE WORK

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Provision and de-provision system access based on Role Bases Access Control with least privilege methodology. Work directly with department managers and business owners to create, modify, and remove access and document necessary approvals.

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Manage the on-going support for role-based access management for systems managed by Helpdesk.

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Perform periodic access review to identify exceptions and resolve system access discrepancies.

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Provide support for enterprise applications via phone, email, or ticketing system. Identify, troubleshoot, and escalate issues to appropriate areas of IT when necessary.

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Provide resolution and completion of end-user issues and requests within service level agreements.

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Prioritize and schedule tasks within Service Desk.

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Provide support for mixed platform environment: Win7, Win 10, IOS, tablets, laptops, desktops, and Audio/Video system.

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Provide helpdesk support to front line staff on banking hardware such as Cash Dispenser/Recyclers, Credit Card machine, Check Scanners, Printers, Pin pad, and multi-functions devices.

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Coordinate and/or perform hands-on fixes at tier2 level, including installing and upgrading software, installing hardware, configuring systems and applications on PCs, laptops, and mobile devices.

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Coordinate and/or perform hands-on fixes at tier2 level for network connectivity issues in a WAN/LAN, WIFI in an Enterprise environment.

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Maintain tables, parameters, and setting within the VMS Host System for terminals, desktop computers, printers, and cash dispensers.

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Develop and maintain internal procedures, technical documentations and build IT Support knowledgebase.

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Communicate all updates for proper maintenance of equipment to the appropriate staff.

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Keep management updated on outstanding issues that are not resolved in a timely manner in accordance with established escalation procedures.

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Develop, document, and implement operating procedures and conducts training as required.

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Develop and maintain a clear understanding of the business area needs and incorporating these needs into technical solutions by updating, developing, and maintaining a thorough knowledge of credit union procedures, products, service, and data processing systems.

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Properly escalates when user and system related security standards are not adhered to.

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Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.

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Research and resolve system access support issues.

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Performs other job-related duties as necessary.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) and prerequisite completion Computer Technology classes required

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Working knowledge of Microsoft Windows desktop operating system and MS Office.

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Working knowledge of system hardware to include, PC’s, printers, iPhones, iPads, and laptops.

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Working knowledge with remote diagnostic tools. o Working knowledge of Access Management.

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Working knowledge of network and system troubleshooting.

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Demonstrates basic knowledge with systems security practices.

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CompTIA A+ or equivalent work experience required

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Possession of a valid California Driver’s License is required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of staff and management.

EXTERNAL:

Vendors.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.