1st Advantage Federal Credit Union · 4 weeks ago
Help Desk Technician II
Yorktown, VA
Full-time
Onsite
Mid Level
3+ years exp1st Advantage Federal Credit Union is currently seeking a full time Help Desk Technician II to support their busy Technology Department. The role involves providing second-tier level support for complex troubleshooting and resolution of hardware, software, applications, and network-related incidents, while collaborating closely with other IT staff to maintain operational excellence.
BankingFinanceFinancial Services
Responsibilities
Responds to and resolves advanced and escalated support requests involving complex issues with personal computers, printers, mobile devices, and company software systems. Troubleshoots advanced hardware and software problems using remote and in-person methods. Serves as an escalation point for Help Desk Level 1 technicians and provides guidance or takes over unresolved cases. Ensures service-level agreements (SLAs) are met and properly documented in the ticketing system
Manages user accounts, access permissions, and profiles across multiple systems including Active Directory, Exchange, and core business applications. Reviews access requests for compliance with company policy. Supports onboarding and offboarding activities including configuring user profiles, hardware setup, and access provisioning
Installs, configures, and upgrades hardware and software across user workstations and peripherals. Maintains and contributes to system images and assists in managing workstation inventory. Participates in patch management, endpoint security updates, and OS lifecycle upgrades
Works with IT team members to maintain accurate documentation of systems, procedures, and common issues. Contributes to internal knowledge base and standard operating procedures (SOPs). Provides input on process improvements and workflow enhancements
Assists in mentoring Level 1 Help Desk staff and helps train end users on system use, best practices, and basic troubleshooting. Participates in departmental training sessions and professional development initiatives
Completes required training (e.g., Pluralsight courses) and certifications related to the role. Participates in IT projects assigned, contributing technical expertise and support
Qualification
Required
Three years to five years of similar or related experience
A two-year college degree, or completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors, or job-specific skills acquired through an apprenticeship program
Proficiency with Microsoft Windows desktop operating systems, especially Windows 7 and Windows 10 in a corporate Active Directory Environment
Proficiency Microsoft Office products and other common business applications
Ability to solve problems and make decisions in high intensity environment
Ability to interact professionally with a diverse group of executives, managers, and subject matter experts
Ability to produce documentation and provide guidance and technical direction
Ability to work with system users and technical personnel to develop support standards
Effective verbal communication to convey and acknowledge receiving detailed or important instructions accurately, loudly, or quickly
Able to hear average or normal conversations and receive ordinary information to communicate effectively
Using primarily just fingers to make small movements such as typing, picking up objects and cables, or pinching fingers together to use equipment
Movements frequently and regularly required using the wrists, hands, and/or fingers
Visual acuity necessary to read small print, read printed and electronic instructions, read email and computer screens, and operate machinery
Able to distinguish between various lights and colors
Lifting and carry equipment, ladders, and office machines to facilitate maintenance and infrastructure
Sitting at a desk or workstation during work hours
Exerts up to 50 lbs. of force occasionally and required to lift up to 50 lbs
Good physical health and fitness level to allow for occasional lifting, climbing, and manual labor
Ability to operate a motor vehicle (including a truck or van) with no restrictions
Employee must maintain a valid active license and insurance policy
Reaching and stretching, above and below the shoulders, able to connect wiring, cables, and work at heights and outside
Bending, stooping, squatting, and able to reach hardware components, cables, and other infrastructure elements in confined spaces
Able to work on the floor and on a ladder
Benefits
Dollar-for-dollar matching 401(k) plan to 4% of earnings.
Choice of three medical plans
Flexible Spending Accounts
Health Savings Accounts
Choice of two Dental plans
Vision
Basic Life & AD/D Insurance – no cost
Optional additional life insurance for colleagues, spouses, and children
Long-term Disability Insurance – no cost
Short-term Disability Insurance – no cost
Employee Assistance Program – no cost
Critical Illness, Accident, and Hospital Indemnity Plans
Generous paid time off accrual program
11 Paid holidays
Pre-paid legal services
Pet Insurance
Discounts on consumer loans and mortgages, increases on savings products, and much more!
Company
1st Advantage Federal Credit Union
1st Advantage Federal Credit Union is a financial institution that offers online banking, personal loans and money management consultation.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Michelle Nealey
Chief Financial Officer
Matt Turner
Chief Operating Officer
Recent News
Christopher Newport University
2023-12-27
The Virginian-Pilot
2023-12-27
Credit Union Times
2023-12-27
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