Help Desk Support I (San Diego)

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.