Service Desk Technician

Travis Credit Union
United States, California, Vacaville
Aug 28, 2024
Description M-F 8am to 5pm w/ Rotating Saturdays 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 theManager, Desktop Systems. This position has no supervisory responsibilities. Levels Associate Service Desk Technician: High School diploma or equivalent. Minimum of 1 year service desk/help desk experience. Service Desk Technician:Minimum 2 years of related experience. 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:* AssociateService Desk Technician - $22.25/hour - $27.49/hour Service Desk Technician - $24.22/hour - $29.91/hour Sr.Service Desk Technician - $28.98/hour - $35.79/hour