IT Helpdesk Support Job at KeyPoint Credit Union in San Jose

We’re hiring a proactive, technically proficient IT Support Engineer that can work both independently and collaborate with cross-functional teams. This hybrid role blends remote troubleshooting with onsite support, ensuring seamless user experiences across desktop/laptop, mobile, and conference room environments. You’ll be with the Helpdesk Team who are the first line of defense for responding to technical issues. Resourceful in pursuing a solution that provides user satisfaction. Curious in exploring emerging technologies.

Key Responsibilities

• Provide Tier 1 & Tier 2 support for desktop/laptop/mobile issues (Windows 10/11, Apple/Android OS) via our incident tracking system or support hotline
• Support remote users via remote access tools and collaboration platforms
• Perform disk imaging and deployment for new and reissued devices
• Maintain and troubleshoot A/V systems in conference rooms (Zoom, Teams, etc.)
• Coordinate end-to-end onboarding/offboarding – account setup, hardware deployment, application management and decommissioning procedures
• Manage user accounts and permissions via Microsoft O365 and Active Directory
• Participate in rotational weekend & on-call support coverage
• Occasionally travel to remote Bay Area branches for onsite support
• Document solutions, update knowledge base articles, and contribute to process improvement
• Stay informed on emerging technologies, especially those with AI potential, and share insights with the team

Required Qualifications

• 2+ years of IT HelpDesk or desktop support experience
• Proficiency in Microsoft O365, Active Directory, Windows environment
• Hands-on experience with Apple/Android devices
• Technical fluency with disk imaging/deployment tools (e.g., WDS, Acronis, or similar)
• Experience supporting A/V setups and conferencing platforms
• Familiarity with endpoint management tools (Intune, JAMF, etc.)
• Strong troubleshooting skills and customer service mindset
• Ability to work independently and collaboratively in a hybrid environment
• Willingness to travel locally and provide weekend support on rotation
• Interest in exploring new technologies, especially AI-driven tools and automation

Value-add Skills

• Experience with ticketing systems (e.g., Solarwinds, ServiceNow, Jira, Zendesk)
• Good interpersonal communication and time management
• Curiosity about AI applications in IT support and workflow optimization