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.