Service Desk Technician

Description

Schedule: M-Sat 9:00am-6:00pm, Day off TBD 40 hours/week - Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California. We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available). 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.

Not all functions/tasks are listed above; however those listed are considered essential. 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: - Assoc. Service Desk Technician:

• Reports directly to the Manager, Desktop Systems.
• This position has no supervisory responsibilities.
• High School diploma or equivalent.
• Minimum of 1 year service desk/help desk experience.

Service Desk Technician:

• Reports directly to the Manager, Desktop Systems.
• This position has no supervisory responsibilities.
• Associate degree or equivalent work experience.
• Minimum of 2 years of service desk/help desk experience.

Working Conditions: Work is generally performed within an office environment, with standard office equipment available and usually sedentary in nature . Ability to lift and carry up to 50 lbs. occasionally throughout the workday using a cart or hand truck. Ability to bend, kneel, push, pull and stand on a regular basis throughout the work day. Compensation : Assoc. Service Desk Technician: Grade 9: $23.49/hour -$29.01/hour is commensurate with experience. Service Desk Technician : Grade 10: $25.57/hour - $31.58/houriscommensurate with experience. Our compensation philosophy considers various factors, including the scope and responsibilities of the position, as well as a candidate's experience, education/training, and key skills.

Benefits:
At Travis Credit Union, we prioritize the wellbeing of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union. Eligible employees enjoy a robust benefits package, which includes:

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Affirmative Action Employer.
EOE / Individuals with Disabilities / Veteran Status Our compensation philosophy considers various factors, including the scope and responsibilities of the position, as well as a candidate's experience, education/training, and key skills.

Benefits:
At Travis Credit Union, we prioritize the wellbeing of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union. Eligible employees enjoy a robust benefits package, which includes:

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Affirmative Action Employer.
EOE / Individuals with Disabilities / Veteran Status