Job Description

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ROLE OVERVIEW

Reporting to the Manager, IT Operations, the IT Support Technician I is responsible for providing first-line technical support to end users across the organization. This role focuses on resolving basic hardware, software, and connectivity issues, escalating more complex problems as needed. The Technician also assists with onboarding, asset tracking, and documentation. This role supports Assiniboine Credit Union/ Caisse Assiniboine (ACU)'s commitment to rural and agricultural communities, francophone services, values-based banking and ACU's triple bottom line accountability to people, planet, and prosperity.




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KEY ACCOUNTABILITIES

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Technical Support

Respond to incoming support requests via phone, email, and ticketing system.

Troubleshoot and resolve basic technical issues related to desktops, laptops, printers, mobile devices, and standard software applications.

Perform password resets, account unlocks, and basic user account maintenance.

Assist with hardware setup, peripheral installation, and workstation configuration.

Escalate unresolved or complex issues to higher-tier support staff.

Document all support activities and resolutions in the ticketing system.

Use remote assistance tools and diagnostic utilities to aid in troubleshooting.



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Customer Service & Communication

Provide friendly, professional, and timely support to all users.

Communicate clearly with users to understand issues and explain solutions.

Set expectations for resolution timelines and follow up as needed.

Contribute to a positive and responsive IT support culture.



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Operational Support

Assist with inventory tracking and asset management.

Support onboarding and offboarding processes, including device setup and recovery.

Maintain cleanliness and organization of IT workspaces and storage areas.

Participate in routine maintenance tasks and support initiatives as assigned.

Update asset management systems with accurate hardware and software records.

Support the maintenance of IT documentation and knowledge base articles.



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QUALIFICATIONS

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Education and experience

The competencies for this role would typically be acquired through a post-secondary diploma or certificate in Information Technology or a related field. Previous experience in a customer service or technical support role is an asset.




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Key Occupational Skills

Basic understanding of computer hardware, operating systems, and common software applications.

Basic familiarity with Microsoft 365, Windows 10/11, and remote desktop tools is an asset.

Ability to manage time effectively and prioritize tasks in a fast-paced environment.

Strong communication and interpersonal skills.

Willingness to learn and take direction from senior team members.

Ability to work independently and as part of a team.

Familiarity with ticketing systems and IT support tools is an asset.

Certifications such as CompTIA A+ or ITIL Foundation are considered assets.



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Location & Work Environment

It is anticipated that this position would be located at any of the Head office locations in with potential for remote or hybrid work arrangement. This position is expected to have at least one in-office day each week and the potential for infrequent travel potentially required to locations across Winnipeg to support organizational needs.

Who we are:

As a Certified B Corporation and one of Manitoba's Top Employers (2025), the culture of Assiniboine Credit Union is supportive of the individual while focused on the greater community. You'll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.



Choosing to work at Assiniboine Credit Union/ Caisse Assiniboine means that you'll be working for an organization that...


puts people, planet and prosperity first, values diversity and inclusion, is focused on social and environmental responsibility, supports employees through training programs and long-term career development, offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.

If doing things differently and doing more is part of who you are, join us on a rewarding journey where your personal aspirations and career goals can align.

If you are interested in applying for this position, please submit your resume and cover letter by Friday, September 5th, 2025 at 4:00 pm CST.

We thank everyone who applies but only candidates selected for an interview will be contacted.



We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work. Applicants may request reasonable accommodation related to the materials and activities used throughout the selection process.