Help Desk Support I

SupportFinity™; San Diego (CA); On-site; USD 50,000 - 65,000; Full time

Job summary

SupportFinity™ in San Diego, California is seeking a Technical Support Technician to provide assistance for the IT helpdesk function. This role involves resolving hardware and software issues, providing exceptional customer service, and working on special projects with IT teams.

The ideal candidate will have a degree in a computer-related field and a minimum of two years of experience in a technical support role, preferably in a financial institution. CompTIA certifications are a plus. The position offers a dynamic office environment with on-call support responsibilities.

Qualifications

• Minimum of two years as a technical support technician or equivalent experience.
• Knowledge of server and networking concepts.

Responsibilities

• Provide Helpdesk phone coverage and resolve support calls.
• Diagnose and resolve hardware and software issues.
• Install, configure, upgrade, and repair desktops and peripherals.
• Document fixes and technical procedures in the helpdesk knowledgebase.

Skills

Troubleshooting

Communication

Problem-solving

Customer service

Teamwork

Time management

Education

Associate or bachelor’s degree in a computer related program

CompTIA A+ or CompTIA Network+ certification

Tools

Windows client operating systems

Networking concepts

Job description

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

• 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

• 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.