Help Desk Specialist
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Summary
On-site Tier 1 Help Desk Specialist at Rize Federal Credit Union's Irwindale, CA headquarters. Day to day: owning the ServiceNow ticket queue, resolving Windows/Microsoft 365, account, and printer issues on first contact, administering Entra ID/Active Directory accounts, and imaging/deploying laptops via Intune.
Help Desk Specialist
Irwindale, CA (On-Site) | Full-Time
About the Role
Rize Federal Credit Union is looking for a Help Desk Specialist to be the front-line owner of day-to-day technology support for our team members. You’ll work on site at our Irwindale headquarters as the primary on-site IT contact, handling calls, chats, and tickets, resolving issues on first contact, and escalating complex problems to the right IT team member. Your work keeps everyday support fast and reliable, so the rest of IT can focus on engineering and projects.
This is a Tier 1 role reporting to the Director of Infrastructure and Security Operations. You’ll work closely with our IT Field Systems Administrators and senior engineers.
What You’ll Do
- Own the IT service desk queue in ServiceNow: triage, prioritize, and resolve tickets within SLAs
- Be the first point of contact by phone, Microsoft Teams, e-mail, walk-up, and ticket
- Resolve Windows, Microsoft 365, browser, printer, and peripheral issues on first contact whenever possible
- Reset passwords, unlock accounts, and assist with MFA setup and resets
- Create, update, and disable user accounts in Microsoft Entra ID and Active Directory
- Complete new-hire onboarding and offboarding checklists in coordination with HR
- Provide first-line support for Outlook, Exchange, Teams, OneDrive, SharePoint, and company-managed mobile devices
- Image, configure, deploy, and replace laptops, desktops, monitors, docks, and peripherals using Microsoft Intune
- Support printers, scanners, phones, conference rooms, and video meeting equipment
- Maintain accurate IT equipment inventory and asset records
- Follow security and compliance procedures and report suspected phishing or security incidents promptly
- Write and maintain knowledge base articles, and recommend improvements that reduce ticket volume
- Support IT projects, technology rollouts, and branch projects as assigned
What You Bring
- 1–2 years of help desk, desktop support, or IT service desk experience in a business environment
- Experience working tickets in an ITSM/ticketing system (ServiceNow preferred)
- Hands-on experience supporting Windows 10/11 and Microsoft 365 users
- Working knowledge of Active Directory and/or Microsoft Entra ID user administration
- Basic understanding of networking concepts such as Wi-Fi, IP addressing, network cabling, and VPN
- Strong customer service skills, with patience when supporting non-technical team members
- Clear verbal and written communication, including the ability to give simple step-by-step instructions
- Ability to stay calm during outages, manage multiple requests, and prioritize by business impact
- Discretion in handling confidential member and team member information
- High school diploma or GED
Nice to Have
- Associate degree or technical training in IT
- CompTIA A+ or ITIL Foundation (preferred); Microsoft 365 Fundamentals or other Microsoft certification
- Familiarity with Microsoft Intune or similar device management tools
- Experience in financial services or a credit union
Working Conditions
- On site, full-time, at our Irwindale headquarters during standard business hours
- Occasional travel to California branch locations for coverage or projects
- Occasional evening or weekend work for maintenance, technology rollouts, or incident response
- Ability to lift and carry equipment up to 50 lbs. and to reach, stoop, kneel, or crouch as needed to set up and troubleshoot equipment
Compensation
The expected pay range for this role at Rize Federal Credit Union is $26.00 - $35.00/hour. This range is based on candidates living locally in Southern California as this is an on-site role.
Actual compensation is determined by experience, education, skills, internal equity, and other job-related factors.
As part of the hiring process, candidates who receive a contingent offer will undergo a background investigation, which may include employment verification, credit review, criminal records search, Social Security verification, and government registry checks. Candidates must also meet eligibility requirements to be bonded under a fidelity bond.
Rize Federal Credit Union is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.