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Voted Forbes list of America's Best In-State Credit Unions 7 years in a row! At Lighthouse, our core values drive our mission and vision. Our mission is to enrich and nourish the lives of others to create a community that's Good for You, Good for All. _______________________________________________ OUR LEADERSHIP PHILOSOPHY At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:
LEADERSHIP COMPETENCIES |
Demonstrates Interpersonal Awareness & Skills A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader, you will demonstrate active listening, clear communication, and contribute beneficially to team dynamics. |
Embraces Change & Learning This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader, you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing circumstances. |
Utilizes Critical & Creative Thinking Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one's immediate responsibilities. As an individual leader, you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively contribute to defining solutions and promoting innovation. |
Takes Personal Ownership This competency focuses on taking responsibility for performance goals, proactive collaboration, and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader, you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and skill development. |
POSITION SUMMARY Under the direction of IT Infrastructure Management, the Service Desk Technician II provides advanced technical support for end-users, ensuring the effective resolution of IT-related issues. As a key member of the IT support team, Service Desk Technician II handles more complex support requests, collaborates with senior IT staff, and works to maintain a high level of user satisfaction. The position requires strong technical knowledge, excellent communication skills, and the ability to troubleshoot and resolve issues efficiently. This role is typically involved in diagnosing, supporting, and maintaining IT systems, hardware, and software for internal users. ESSENTIAL FUNCTIONS & RESPONSIBILITIES
- Provides advanced troubleshooting and support for hardware, software, networking, and operating systems issues via phone, email, and remote desktop.
- Performs password resets and recertify MFA.
- Performs diagnostics on user workstations, software, and network issues, and implement solutions to resolve issues in a timely manner.
- Assists with the installation and configuration of new hardware (e.g., desktops, laptops, printers, etc.) and software.
- Responds to incidents and requests escalated from Tier 1.
- Participates in Tier 1 (in-take) as needed.
- Quickly and accurately determines incident scope and impact.
- Triages issues using various troubleshooting techniques.
- Installs software and make configuration changes as needed.
- Follows and adheres to documented departmental processes and procedures, making suggestions for improvement.
- Escalates to managers as deemed necessary.
- Follows and adheres to the Credit Union's policy regarding attendance and punctuality.
JOB SPECIFICATIONS
- The ability to complete tasks or solve problems with minimal supervision or direction.
- Should have a strong understanding of software, hardware, basic TCP/IP knowledge, and the operation of computer peripherals.
- Should have a working knowledge of Microsoft's Modern Desktop solutions, including Hybrid Domain Join, Intune, Autopilot, and related technologies.
- Work closely with the IT Infrastructure team to support computing components: PCs, Macs, tablets, and workstations remote network access, office automation software, printers, and scanners.
- Knowledge of ITIL Foundation principles is a plus.
- Proficient in using help desk software, databases, and remote-control tools.
EDUCATION, TRAINING & EXPERIENCE
- (1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.
- At least two years of similar or related experience.
- Experience using a modern ticketing system, properly documenting issues, and resolutions, or escalating.
- Experience using Atlassian products (i.e., Jira Projects, Jira ITSM, Jira Assets, Confluence) is a plus.
- Should have experience working with and administering Microsoft Office 365 (Teams, Teams Voice, Teams Rooms, SharePoint, Azure, One Drive, Exchange Online, etc.).
- ITIL Foundations is a plus.
- Experience with MacOS is a plus.
WORK ARRANGEMENT: The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department. _______________________________________________ Benefits We Offer:
- Employee loan discount
- Student loan/tuition assistance program
- Comprehensive medical/dental/vision +
- PTO and paid federal holidays
- Weekly paychecks
- 401k plan with employer match/profit sharing
- Participation in the Annual Incentive Plan
Additional Perks:
- Continued training and advancement opportunities
- Balanced/Predictable schedule; all locations close at 5pm and on Sundays
- Opportunity to join our many employee created Engagement Groups (e.g. Pride at Work, Women in Leadership, Book Club, Running & Walking)
- Local Volunteer Opportunities with employer contributed Volunteer Day
- Company Outings and annual Summit
- Hybrid work environments
______________________________________________________________ Equal Opportunity Employer
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Lighthouse Credit Union
tuition assistance, 401(k), profit sharing
Feb 07, 2025