Travis Credit Union Careers

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
  • 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 - Grade 9: $21.50/hour - $26.55/hour
• Service Desk Technician - Grade 10: $23.40/hour - $28.91/hour
• Sr. Service Desk Technician -Grade 12: $28.00/hour - $34.59/hour