Help Desk Support I (San Diego)
About The Position
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.
Requirements
- 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.
- 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.
- Requires a minimum of two years as technical support technician or equivalent experience.
Nice To Haves
- CompTIA A+ or CompTIA Network+ certification is desired.
- Financial institution/credit union experience in an IT environment a plus.
Responsibilities
- 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.
- Provides backup support to other areas of the department as needed.
- Performs other duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
