Senior Help Desk Administrator

Role:

Acts as a helpdesk support for IT department and credit union staff, and assists with daily IT operational procedures.

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.