IT Operations Technician I

Who We're Looking For

• A team player who enjoys helping others and takes pride in delivering exceptional service.
• A curious and motivated learner who embraces new technology, welcomes feedback, and is eager to grow their technical skills.
• A dependable professional who values collaboration, accountability, and doing the right thing in a highly regulated environment.

Salary Range: $23.09-$28.86 per hour

Position Title: IT Operations Technician I

FLSA Status: Non-Exempt

Department: Information Technology

EEO Code: Technician

Reports To: IT Operations Manager

Grade: 8

Summary:

The IT Operations Technician I is an entry-level role that provides frontline IT support and helps with routine technology tasks. The position assists with hotline calls, tickets, user devices, applications, access changes, basic system and network support, documentation, and projects. The role is intended to build practical technical skills through shared work and cross-training.

Essential Functions:

• Answer hotline calls and tickets, document the issue, resolve what is within assigned authority, and confirm service is restored.
• Help support user devices, applications, branch technology, hardware, and assigned IT services.
• Add, change, and remove system access using established procedures and accurate records.
• Assist with system maintenance, network tasks, equipment setup, testing, basic troubleshooting, upgrades, deployments, and escalation when needed.
• Maintain procedures, records, and knowledge articles for training, audits, and continuity.
• Work with internal teams, vendors, and providers to resolve issues and complete changes.
• Travel to Credit Union locations as needed for onsite support, installations, equipment service, and incident response.
• Perform other duties as assigned.

Qualifications:

Education:

• High school diploma or equivalent required. Relevant education, certifications, or equivalent experience preferred.

Experience:

• Entry-level IT experience, technical education, training, internship, customer-service experience, or demonstrated technical aptitude required.
• Professional user support experience preferred.

Skills and Abilities:

• Foundational troubleshooting and customer service skills, including clear communication and appropriate escalation.
• Familiarity with common IT support tools and concepts, including Windows, Microsoft 365, business applications, endpoint hardware, mobile devices, account security, access management, patching, basic connectivity, DNS, DHCP, and ticketing systems.
• Ability to organize work, maintain documentation, collaborate, and learn through training and supervised experience.

Physical Requirements:

• This position requires sitting for long periods of time and working primarily at a workstation or desk in an office environment.
• Daily tasks include extensive computer use involving standard keyboard functions, repetitive motion, and frequent phone use.
• Ability to lift and carry equipment and other materials weighing 50 pounds or more as needed.

Work Environment:

• Professional banking environment.
• Travel to HFCU branches and properties may be required.

BSA/Risk: Employees will ensure adherence to BSA (Bank Secrecy Act) and risk compliance standards in all job responsibilities, maintaining the organization's regulatory integrity and mitigating potential risks.

Equal Opportunity Employer: Heritage Family Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.