Service Desk Technician
Company: Travis Credit Union
Location: Vacaville
Posted on: November 17, 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.
Compensation: Base hourly starting range is commensurate with
experience.
- Service Desk Technician - $23.40/hour - $28.91/hour
- Sr. Service Desk Technician - $28.00/hour - $34.59/hour
Our compensation philosophy is based on several factors such as
(but not limited to) the scope and responsibilities of the
position, the candidate's work experience, education/training, and
key skills.
At Travis Credit Union, our priority is that our employees and
their loved ones are provided with a Total Rewards program that
insures their health and welfare safety which allows our employees
to focus on the financial welfare of our members and the credit
unions objectives. As such, Travis Credit Union offers a robust
benefits package to our eligible employees, including competitive
medical, dental, and vision insurance, mental health offerings,
employee performance incentive plan, merit increases, 401(k)
program with immediately vested employer match, generous holiday
and vacation policy, and extensive TCU specific perks like employee
loan and credit card discounts!
Travis Credit Union is an Affirmative Action Employer
EOE/Individual with Disability/Veteran Status
#traviscu
Keywords: Travis Credit Union, Vacaville , Service Desk Technician, Professions , Vacaville, California
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