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The Service Desk Technician is responsible for technical support for all Founders employees and CUSO customers as well as assist with Founders Enterprise project implementations. They must also provide training for new Service Desk Technicians.


  • Install, deploy, and maintain hardware and software to all end users.
  • Provide training for new technicians on deployment of software and hardware while expressing importance of maintaining a positive end user experience.
  • Setup, install, and configure MFPs for all Founders locations and maintain user access on servers.
  • Assist with local and remote troubleshooting on hardware and software for installed equipment.
  • Maintain current and accurate inventory of technical hardware and software.
  • Ensure all Branch locations are properly equipped with IT provided equipment that is optimally functioning.
  • Complete outstanding service now requests for employees in a timely manner.
  • Provide secondary support for incoming calls to the IT Service Desk.
  • Assist with installing, deploying, and troubleshooting of network equipment.
  • Participate in departmental project implementations.
  • Assist with cisco phone upgrades.
  • Ensure all applicable cabling standards are maintained.
  • Assist with mobile device upgrades and deployment.
  • Prepare custom workstation images, including OS, applications, desktop customization, and network configurations.
  • Travel to Branches for daily assignments and Branch Assessments.
  • Provide orientation and guidance to users on how to operate new software and computer equipment.
  • Be familiar with multiple software platforms such as KACE, and Active Directory.
  • Install and configure remote monitoring for new FIT CUSO customers.
  • Monitor and manage open tickets for FIT CUSO customers.
  • Setup encryption users in EPO within the Founders domain.
  • Follow the asset management lifecycle process and procedures to support the efforts in maintaining an accurate and efficient configuration management inventory.
  • Adhere to the principle of least privilege to reduce the risk of unauthorized access to critical systems or sensitive data by maintaining account permissions to accounts, processes and programs only required to do the job assigned.
  • Ensure compliance with applicable statutes and regulations including, but not limited to, BSA.
  • Perform all other duties as assigned.


The Service Desk Technician should possess excellent oral and written communication skills including the ability to understand and explain technical details. The individual must also work well with others in a changing environment. At least three years of PC troubleshooting, and software installation experience is preferred along with basic network skills. The ability to learn quickly and adapt to technological changes is required. Lifting of equipment up to 50 pounds will be required. Due to the critical nature of data security, each employee has the responsibility to protect company data. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality. Guidance is contained in the company information security policies.

Due to the nature of project deadlines and implementation schedules, evening and weekend work will be required.


Benefits provided include the following:

  • Paid Holidays
  • Paid Time Off
  • Family-oriented culture that values work/life balance
  • Retirement Plan (401k with employer contributions + Pension Plan fully funded by FFCU)
  • Comprehensive Health and Dental Insurance
  • Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
  • Voluntary Supplemental Life Insurance coverage for employee, spouse, and children
  • Health Care and Dependent Care Flexible spending accounts
  • Long Term Care Plan
  • Short-Term and Long-Term Disability Insurance
  • Tuition reimbursement to assist with furthering education
  • Certifications – Assistance with achieving and maintaining
  • Fit Founders Wellness Program