Service Desk Technician
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.
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
- 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.
- Associate Service Desk Technician:
Starting salary is commensurate with experience. In addition to our competitive benefits, this opportunity with Travis Credit Union has a range of:
- Associate Service 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