Service Desk Technician

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 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.

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
30+ days ago