Help Desk Support I

3 weeks ago

Glendale, California, United States North Island Credit Union Full time
General Summary

Under general supervision, provides support to the credit union's information technology helpdesk function. Provides end-users with assistance and demonstrates excellent service. Works closely with other IT teams to coordinate issue resolutions and assistance with special projects.

Principal Accountabilities (95%)
  • Provides Helpdesk phone coverage, logs and tracks support calls, and resolves open tickets.
  • Diagnoses, researches, and resolves routine hardware and software issues. Gathers appropriate information to escalate to higher-level technicians, administrators, and /or vendors when needed.
  • Installs, connects, configures, upgrades, troubleshoots, diagnoses, and repairs hardware and software for desktops, laptops, mobile devices and peripherals.
  • Provides software support to include operating systems, application software, utility software and similar programs.
  • Stays abreast of technical developments in the assigned area of responsibility and applies new technology as appropriate.
  • Is available after normal business hours for on-call support as part of our internal on-call support rotation.
  • Is available after normal business hours for projects, equipment moves, and end user testing support.
  • Provides assistance to Infrastructure and Applications Development teams as required.
  • Assumes the responsibility for performing daily, monthly, yearly and other scheduled tasks for production batch.
  • Assumes responsibility for ensuring confidentiality of member information, assigned keys, passwords, access codes, and overall system security.
  • Documents fixes in the helpdesk knowledgebase, creating and updating technical documentation, audit reports and procedures.
Secondary Accountabilities (5%)
  • Provides backup support to other areas of the department as needed.
  • Performs other duties as assigned.
Position Requirement and Qualifications

Abilities: Must be able to troubleshoot, install, connect, configure, upgrade, diagnose and remedy hardware and software issues for various technology devices. Must have excellent skills in the following: communication, research, analysis, problem-solving, detail-orientation, customer service, teamwork and time management. Must be able to work with all levels within the organization and to relay technical information in an easy-to-understand manner with end users. Must also respond timely to requests and able to determine when issue escalation is necessary.

Knowledge, Education, Certifications, Licenses:

Associate or bachelor's degree in a computer related program or relevant work experience. Advanced knowledge of windows client operating systems, hardware and software. Knowledge of server and networking concepts. CompTIA A+ or CompTIA Network+ certification is desired.

Experience:

Requires a minimum of two years as technical support technician or equivalent experience. Financial institution/credit union experience in an IT environment a plus.

Working Conditions and Physical Demands

Work is performed in a general office environment. Job requires sitting, standing and reaching with hands/arms approximately 65% of the time; and, walking, balancing, stooping, kneeling, crouching and crawling about 35% of the time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Refer to the Safety & Health Policy found in California Credit Union's Employee Handbook & Resource Guide.

Glendale - 10:00 am to 7:00 pm (5 days a week)
San Diego - 9:00 am to 6:00 pm (5 days a week)
Plus, on call rotating Saturdays after 90 days of employment.
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