IT Support Coordinator

Our goal is to be an Employer of Choice, and it takes all of us to achieve this.  That’s why all Commonwealth Credit Union Team Members are expected to live our Team 1 culture in all facets of their position.  Our team is committed to ‘bettering lives through our passion to serve’ and this includes everyone - from our team members to the people in the communities we serve.  We do this best when we appreciate each other for our differences, foster connections, and ensure an inclusive environment where everyone can thrive and be successful.

The IT Support Coordinator provides first-level support by identifying and solving hardware and application issues for end-users. They support work-from-home staff by providing hardware and assistance, document solutions and processes, and work with vendors for application support. Additionally, they assist with remote troubleshooting, software installation, and network support while also providing technical information and support to IT staff.

This role requires technical proficiency, attention to detail, and a commitment to maintaining accurate records.

The duties and responsibilities of an IT Support Coordinator include, but are not limited to:

• Delivering first-level help desk support to end-users, assisting them through basic problem-solving steps to achieve effective resolutions.
• Leveraging internal member service skills to empower users, reducing recurring calls for common issues.
• Providing exceptional customer service by addressing user inquiries and issues with patience and professionalism.
• Ensuring user satisfaction by following up on resolved issues and escalating unresolved matters as necessary.
• Maintaining the necessary knowledge through self-paced training and technical certifications to effectively support hardware and software managed by the IT department.
• Staying updated on new technologies and the latest advancements in hardware and software.
• Communicating effectively, ensuring clear and concise information is conveyed over the phone, in-person, and through written communication.
• Documenting and updating procedures, creating detailed notes in help desk support tickets, and completing forms to ensure accurate transfer of fixed assets.
• Adapting to multi-channel support, including in-person assistance, written directions, and verbal descriptions to effectively address user needs and preferences.
• Efficiently managing time to prioritize and resolve support tickets, ensuring timely responses and thorough problem research.
• Enhancing expertise by actively pursuing development opportunities, including but not limited to, attending conferences, acquiring certifications, completing learning courses internally and through other relevant platforms, or engaging in both internal and external leadership programs.