Job Title: Help Desk Technician
Location: Rockledge, FL.
Employment Type: Temporary-to-Permanent.
Industry: Banking
Compensation: $24.00-$29.00 /hr.
Schedule: 40 hrs/Week.
About the Opportunity:
- Demonstrates enthusiastic support of corporate mission, core values, and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, and established internal and external service standards, and our work procedures, while possessing adequate product knowledge as measured by the annual product knowledge assessment.
- Delivers service to both internal and external members that is in alignment with the client Service Promises and meets all established service goals.
- Abides by CCU's Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual's needs. Promotes teamwork, respects opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization.
- Assists in attaining established departmental goals and adheres to all client standard operating policies and procedures, as well as state and federal regulations and guidelines.
- Serves as an escalation point for Service Desk Technician I and Tier I support, handling more complex incidents and service requests involving endpoints, Microsoft 365, line-of-business client software, remote access, and multi-system issues.
Why You'll Love Working Here:
- Supportive, team-driven culture that values collaboration, transparency, and accountability.
- Opportunity to grow your career with a global workforce solutions leader serving multiple industries.
- People-first environment that encourages employees to bring their authentic selves to work.
- Strong focus on partnership, innovation, and delivering meaningful results for clients and candidates.
Why This Opportunity is Exciting:
This role offers the chance to join a company that prioritizes both people and performance-where your contributions directly impact client success while giving you room to grow and develop professionally.
About Acara Solutions
Acara is a premier recruiting and workforce solutions provider-we help companies compete for talent. With a legacy of experience across industries worldwide, we partner with clients, listen to their needs, and customize visionary talent solutions that drive the business outcomes they seek. We leverage decades of experience to deliver contingent staffing, direct placement, executive search, and workforce services worldwide.
Sound like a good fit?
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What You'll Do:
- Leads incident 'swarming' for higher-priority or user-impacting incidents, coordinating initial response activities, stabilizing services where possible, and collaborating with engineers, vendors, and other Technology Operations staff to drive timely resolution.
- Supports endpoint management activities in coordination with the Endpoint and Collaboration Engineer, including Intune and Autopilot deployments, device compliance checks, software packaging and deployment, and assisting with standard image and configuration rollouts.
- Identifies recurring incidents and patterns, opens and maintains problem records, and works with engineering and Business Processes to remove root causes and reduce escalations over time.
- Develops and maintains an advanced knowledge base, job aids, and quick reference guides for Service Desk and end users.
- Provides feedback to improve SOPs, runbooks, and standard work instructions, and helps to ensure documentation remains current and usable.
- Supports onboarding, role change, and offboarding workflows by coordinating with HR, managers, and other Technology staff to ensure timely and accurate provisioning, access changes, and deprovisioning in alignment with role-based access control (RBAC) and security standards.
- Provides informal coaching and mentorship to Service Desk Technician I, assisting with case reviews, troubleshooting approaches, communication techniques, and the correct use of ticketing, knowledge, and asset systems.
- Assists senior IT staff and engineers with planning and execution of small to medium-sized technology changes and deployments (such as application rollouts, workstation refresh campaigns, or configuration changes), including pilot testing, user communications, and post-implementation validation.
- Participates in after-hours support and maintenance activities as required, including planned change windows, release validations, and incident response, following established procedures and escalation paths.
- Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
- Supporting Windows 10/11 and Microsoft 365 at an advanced end-user level.
- Troubleshooting incidents that span multiple systems (endpoint, network, symptoms, authentication, application).
- Structured troubleshooting methods and documentation of steps taken.
- Using ticketing systems, knowledge bases, and remote support tools.
- Handling escalated incidents and mentoring less-experienced staff in basic diagnostic approaches.
- Adhering to policies related to role-based access control, password and identity standards, and secure handling of member and staff data.
- Supporting required procedures for audits, exams, and control evidence.
- Performs other duties and works on special projects as assigned.
What You'll Bring:
- Associate Degree in Information Technology or Computer Science.
- 2+ years of experience in an IT support or Service Desk role.
- 2+ years of hands-on IT support experience providing end-user support in a multi-site.
- 2+ years of experience with one or more of the following is required:
- Endpoint management platforms (Microsoft Intune, SCCM).
- Application deployment, imaging, or Autopilot/zero-touch provisioning concepts.
- Supporting line-of-business client software integrated with core systems.
What Sets You Apart:
- The incumbent in this position must be able to read documents or instruments, perform detailed work, and solve problems.
- Possess excellent member contact and verbal and written communication skills.
- Have good math and analytical reasoning skills.
- Ability to effectively handle stress, multiple concurrent tasks, and constant interruptions.
- Good written and verbal communication skills, with the ability to:
- Explain technical issues in clear, non-technical terms.
- Document fixes, job aids, and knowledge base articles that others can easily follow.
- Coordinate with peers, engineers, and business users during incidents and changes.
- Proven organization and time management skills, with the ability to:
- Manage multiple tickets and priorities.
- Follow through on escalations and problem records.
- Work with limited supervision while maintaining high quality and service standards.
- Willingness and ability to participate in scheduled after-hours support, on-call rotation, and maintenance/change windows, as required to support system reliability and planned changes.
- One or more relevant certifications, such as CompTIA A+, Network+, MD-102 (Endpoint Administrator), or ITIL 4 Foundation.
- Prior experience in a financial institution or other regulated industry, with exposure to audit, exam, or risk management activities.
- Experience contributing to problem management efforts (root cause analysis, trend identification, remediation planning).
- The incumbent must be able to perform in this position safely, without endangering the health or safety of the
Additional Information:
- Upon offer of employment, the individual will be subject to a background check.
- Current Florida driver's license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.
- The ability to travel, including overnight, may be necessary.
After you apply, you may receive a call or message from our AI Talent Scout about this role or other opportunities that match your skills and preferences.
AI agent role is to help speed up your hiring process by answering questions, confirming basic information, and identifying whether there's a mutual fit.
The call or chat may be recorded so that our recruiting team can review it - they make all final hiring decisions, while
AI agent simply helps move you forward faster. The best part?
They are available 24/7, so you can connect whenever it's convenient for you.
Aleron companies (Acara Solutions, Aleron Shared Resources, Broadleaf Results, Lume Strategies, TalentRise, Viaduct) are an Equal Opportunity Employer. Race/Color/Gender/Religion/National Origin/Disability/Veteran.
Applicants for this position must be legally authorized to work in the United States. This position does not meet the employment requirements for individuals with F-1 OPT STEM work authorization status.
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Aleron
Apr 21, 2026