IT Help Desk Support I

Who We Are

At YNCU, we believe banking should be personal, simple, and focused on helping people thrive. As a member-owned financial institution, we're committed to strengthening the financial well-being of our members, employees, and communities through trusted advice, meaningful relationships, and innovative solutions.

Our team is passionate about creating exceptional experiences while making a positive impact in the communities we serve. We foster a collaborative and inclusive culture where employees are empowered to share ideas, grow their careers, and bring their authentic selves to work.

Guided by the belief that a rising tide lifts all boats, we're building shared prosperity by making banking radically simple and helping our members create stronger financial futures. Join us and be part of a team that's making a difference—one member, one community, and one relationship at a time.

What You’ll Be Doing

The IT Help Desk I provides responsive, professional, and customer-focused technical support to the organization’s end users. Serving as the first point of contact for technology-related issues, the IT Help Desk I is responsible for receiving, prioritizing, documenting, troubleshooting, and resolving requests through phone, email, remote desktop, and in-person support.

The IT Help Desk I will combine strong technical troubleshooting skills with excellent customer service, communication, and problem-solving abilities while working collaboratively with the broader IT team.

• Serve as the first point of contact for hardware, software, access, and other technology-related issues.
• Troubleshoot issues by gathering relevant information, identifying root causes, and determining appropriate solutions.
• Guide end users through troubleshooting processes in a clear, patient, and professional manner.
• Diagnose and resolve technical issues within the scope of the Help Desk role.
• Recognize and escalate complex or unresolved issues to System Administrators, Network Specialists, or IT Help Desk II.
• Follow up with users to confirm issues are resolved and ensure a positive customer experience.
• Respond to and manage service requests in a timely manner based on priority, severity, and business impact.
• Accurately create, categorize, update, and maintain help desk tickets.
• Track service metrics and identify recurring issues or opportunities to improve IT processes and support.
• Perform basic installation, configuration, maintenance, and updates of hardware, software, peripherals, and related technology.
• Provide support for Microsoft Windows, Microsoft 365, Microsoft applications, and Microsoft Azure.
• Assist with basic network connectivity and troubleshooting, including TCP/IP, DNS, VPN, routing, and firewalls.
• Maintain accurate hardware asset records and assist with IT asset management.
• Protect confidential, sensitive, and proprietary information.
• Contribute to a collaborative, supportive, and customer service-oriented IT team.
• Perform other duties and IT-related projects as assigned.

How You’ll Succeed

Success in this role means providing timely, reliable, and professional technical support while creating a positive experience for every end user. The ideal candidate takes ownership of issues, communicates clearly, follows through on commitments, and contributes to continuous improvement within the IT team.

What we are looking for

• Post-secondary degree, diploma, or certificate in Information Technology, Computer Science, or a related field; equivalent relevant experience will be considered.
• 1–2 years of experience in a help desk, desktop support, technical support, or similar IT environment preferred.
• CompTIA A+ and/or Network+ certification is an asset.
• Practical knowledge of current Microsoft Windows operating systems, Microsoft 365, Microsoft applications, and Microsoft Azure.
• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general networking concepts.
• Familiarity with computers, printers, mobile devices, and common workplace technology
• Demonstrated troubleshooting and problem-solving abilities.
• Strong customer service and end-user support skills.
• Ability to occasionally lift and move equipment weighing up to approximately 40 lbs.

• Must be bondable.

Reports to: Manager, IT Infrastructure & Operations

Job Type: Regular Full-Time

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.

This position is for an existing vacancy within our team.

What You’ll Love About Working Here

At YNCU, you are more than an employee. You are part of a purpose driven team that strengthens local communities and champions the credit union difference. We believe banking locally matters, and every day our team helps members build stronger financial futures through personalized advice, trusted relationships, and community support.

As a people first organization, we are committed to an environment where employees feel supported, valued, and empowered to grow. Through professional development, wellness initiatives, volunteering, and collaborative team experiences, we invest in our people because they are at the heart of everything we do. Programs like our Good Neighbours Employee Volunteer Program and Monthly Staff Donation Draws give employees a direct voice in supporting the causes that matter most to them and their communities

When you join our team, you become part of a collaborative culture that values authenticity, growth, and making a meaningful impact in the communities we serve. Some benefits that will support you:

• Competitive compensation and incentive programs
• 100% employer-paid health benefits
• Wellness benefits and resources to help you thrive both at work and at home, including mental health support, fitness programs, wellness breaks, and mindfulness resources
• 7% Matching pension plan
• Paid vacation and personal days
• Ongoing learning, training, and development opportunities
• A free banking account and preferred employee rates on lending and investment products
• Recognition and community engagement programs
• Paid volunteer opportunities and community involvement initiatives
• Professional development and certification reimbursement

Employer Awards and Recognitions

• Certified B Corporation® organization committed to social and environmental impact
• 2025 Southwestern Ontario’s Top Employers
• Waterloo Area’s Top Employers 2025
• The Career Directory 2025: Canada’s Best Employers for Recent Graduates
• 2025 Canada’s Healthy Workplace Month Great Employer
• Ontario Living Wage Network

Check out our current openings athttps://jobs.dayforcehcm.com/yncu/CANDIDATEPORTAL

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 [email protected].