JOB FUNCTIONS

• Provide structured mentoring, technical coaching, and in-depth guidance to Tier 1 and Tier 2 Service Desk technicians, facilitating technical deep dives and collaborative sessions to reduce escalation rates and enhance team expertise across the credit union’s IT environment.


• Provide support for end user computing hardware including but not limited to scanners, laptops, and printers by ensuring a positive and secure user experience and actively participate in managing and resolving related issues through the ITSM platform ticket queue.


• Provide technical input and operational impact feedback for changes affecting endpoints, authentication, or end user services.


• Develop, maintain, and enhance Standard Operating Procedures (SOPs) and internal knowledge base (KB) articles. Ensure documentation is up-to-date, comprehensive, and easily accessible to Tier 1 and Tier 2 Service Desk technicians to support consistent service delivery and empower team self-sufficiency.


• Provide technical input and operational impact feedback for changes to production.


• Take part in the on call rotation.


• Adhere to credit union and data center security procedures.


• Perform other duties as assigned by Service Manager, Director of Infrastructure, or Vice President of DCIT.