IT Help Desk

Posting #: 25-104
Location: 38 Executive Place, Kitchener (Corporate Kitchener office)
Reports to: Manager, IT Infrastructure & Operations
Hours: 8:30-5:00

Are you a community-minded person that’s passionate about investing locally and giving back to your community? Do you like working with other awesome and like-minded people toward a common goal?

Here at Your Neighbourhood Credit Union (YNCU), we are all about putting our money where our mouth is and keeping our dollars local and investing back into our members, staff, and community; and we are looking for people like you to join our team.

The Role
The IT Help Desk Support assists the organization's computer users by providing amazing customer service, troubleshooting, and technical support through phone, email, remote desktop, or in-person by receiving, prioritizing, documenting, and actively resolving end user help desk requests.

• Troubleshoot effectively with end user to uncover the necessary details of the issue
• Determine the best solution based on the issue and details provided by the end users
• Walk end users through problem-solving processes
• Recognize and escalate deeper and more complex issues to System Administrators, or Network Specialist
• Follow up with end users to ensure their issues have been resolved
• Effectively communicate with the end users in a clear, positive, and professional manner
• Ensure all assigned requests are responded to and dealt with in a timely manner
• Accurately log help desk tickets into help desk software management
• Prioritize help desk tickets according to severity
• Record metrics to identify areas for improvement, or repetitive issues
• Demonstrate a patient attitude and ability to communicate with users with a varying level of expertise
• Perform basic hardware and software installations, configurations, and updates.
• Be an active member of a supportive and customer service-oriented IT team
• Administer hardware asset information

This position is for an existing vacancy within our team.

What we are looking for

• Post-secondary degree/diploma in computer related field or equivalent work experience
• Minimum 3-5 years of IT Help desk or related experience
• A+ & Net+ certification would be an asset
• Practical knowledge of most recent Windows OS, MS 365, Microsoft applications, and Microsoft Azure
• Basic knowledge of TCP/IP networking (firewalls, routing, security, DNS, VPN)
• Excellent knowledge of PC hardware and software
• Demonstrated troubleshooting abilities
• Must be able to perform heavy lifting on an occasional basis (approximately 13 kg)
• Must be bondable

Why work at YNCU?

YNCU employees get to be a part of the growing credit union movement and help us get the word out on why banking locally is so important. We’re your friendly, helpful, and financially savvy neighbour who provides tailored financial services to our members, supports small businesses, creates local jobs, and gives back to causes that matter. Through our Good Neighbours Employee Volunteer Program and Monthly Staff Donation Draws, we even let you choose the causes we donate to and support. YNCU is recognized for the following:

• B Corp Certified
• Competitive Compensation, Incentive Programs and Benefits
• 37.5-hour work week
• 7% matching pension
• Benefits are 100% paid for by YNCU
• Wellness Initiatives including our Employee and Family Assistance Program, premium membership for Calm, Consult+, and LIFT Virtual Fitness
• Training and Development Opportunities
• Community Sponsored Events Employee and paid Volunteer opportunities
• Opportunities to get involved with fun and meaningful committees
• Free banking account
• Discounted Employee Rates

Salary range: $57,000 – 73,000

The compensation offered to the successful applicant for this role will be determined by the candidate’s relevant skills and experience and internal equity. More information about our total rewards package will be available during the hiring process.

 YNCU strives to be a diverse workplace reflective of the communities that we live in. We are committed to a diverse workforce and invite everyone to apply. YNCU makes hiring decisions solely on qualifications, merit, and business needs at the time.

YNCU is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, colour, sex, gender, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic as outlined by national, provincial, or municipal laws. This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training.

Your Neighbourhood Credit Union will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at careers@yncu.com.