Service Desk Technician

Company: Travis Credit Union
Location: Vacaville
Posted on: May 25, 2023

Job Description:

Description

M-F between 7am-7pm (w/Saturday rotation), 40 hours/week

Summary: Travis Credit Union's (TCU) Service Desk Technicians triage incoming incidents and service requests via TCU's IT Service Management platform (ITSM) ticket queue across multiple channels (phone calls, IM and/or chat). As Tier 1 support, this team establishes communication with End Users, provides timely updates, sets correct expectations and strives to excel as a liaison between TCU's businesses and Information Technology department resulting in ensuring employee day to day operational execution and member support.

Profile:

• Provides Tier 1 support to End Users with their hardware, applications and network related incidents or service requests. Investigates, diagnoses and performs basic troubleshooting for a prompt resolution and escalates unresolvable issues to TCU Tier 2 or Tier 3 support teams.
• Responds to incidents and service requests submitted to Service Desk in a courteous, timely and efficient manner in accordance with ITIL industry standard guidelines.
  • Diagnoses incidents, performs troubleshooting and remedial actions to fix incidents or find alternate solutions that addresses the issue in an effective manner.
  • Effectively uses remote support tools and established troubleshooting steps in resolution of reported incidents and issues.
  • Coordinates configuration/installation and basic troubleshooting of End User Equipment, application issues or other technical issues.
    • Conducts due diligence in triaging incidents and service requests for correct category, priority and urgency assignments. Obtains and records additional information in ticket, as necessary, to assist with problem resolution.
    • Meets and exceeds established Service Level Agreements (SLAs) while maintaining member satisfaction.
    • Assists in the creation and editing of Service Desk processes and procedures documentation, including Knowledge Base articles.
    • Participates in continuous learning through engagement with Tier 2 and Tier 3 support teams, ensuring expanded growth in member support and technical capabilities.
    • May own or participate in IT related projects focused on problem solving short term friction points for long term gain.
      Skills:
      
      • Effective, professional communication skills and thorough understanding of the importance of member/customer satisfaction.
      • Working knowledge of End User Equipment, application support skills and networking concepts.
      • Ability to work effectively in a team environment.
      • Strong understanding of Windows Operating Systems, Networking concepts of TCP/IP, DNS, DHCP, NAT, WAN Topologies, and basic network troubleshooting knowledge.
      • Experience using ITSM for ticket queues.
      • Ability to prioritize service requests based on impact and severity.
      • Working knowledge of Windows system management and mobile device management.
      • Experienced in using Active Directory for user administration and group policy(ies).
      • Medium skill in MS Office (Outlook, Word, Excel, Project) for product support capability.
      • Experienced using virtual communication software (Teams, Zoom, Webex) for product support capability.
        Reporting and Experience
        
        • Reports directly to the Manager, Desktop Systems.
        • This position has no supervisory responsibilities.
        • Levels
          
          • Service Desk Technician:
            • Associate Degree or equivalent work experience.
            • Minimum of 2 years of service desk/help desk experience.
            • Senior Service Desk Technician
              • Associate Degree in Technology or related field; or equivalent work experience.
              • Minimum of 4 years of service desk/help desk experience. Starting salary is commensurate with experience. In addition to our competitive benefits, this opportunity with Travis Credit Union has a range of:
                
                
                • Service Desk Technician - Grade 10: $23.40/hour - $28.91/hour
                • Sr. Service Desk Technician -Grade 12: $28.00/hour - $34.59/hour

Keywords: Travis Credit Union, Vacaville , Service Desk Technician, Professions , Vacaville, California