Service Desk Tech I

Stanford Federal Credit Union

Palo Alto (CA)

On-site

USD 38,572 - 48,216

Full time

14 days+

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Benefits offered by this job

100% paid employee medical, dental, and vision insurance

401(k) matching up to 5%

Education reimbursement up to $5,200/year

Paid sick and vacation time

Wellness benefits up to $1,200 per year

Job summary

A financial institution in Palo Alto, CA is seeking a Service Desk Tech I to provide user support for hardware, applications, and platforms. The role involves troubleshooting, assisting staff via tickets, and requires 1-3 years of technical experience. The position offers a base pay of $28.00/hr - $35.00/hr and comprehensive benefits including health insurance and 401(k) matching.

Qualifications

1-3 years service desk technical experience.
Strong knowledge of troubleshooting and user support.
Basic knowledge of Windows 10 and 11.

Responsibilities

Provide technical assistance through SNOW tickets.
Create and maintain computer images for different departments.
Assist in group policy management and IT outage communications.

Skills

Troubleshooting

Help Desk Support Tools

Operating Systems

Software Support

Printer and AV

Active Directory

Networking Basics

Patch Management

Windows OS Registry Administration

PowerShell and Python Scripting

Education

High school diploma or equivalent

Technical certifications

Tools

ServiceNow

Jira

Zendesk

Job description

Join to apply for the Service Desk Tech I role at Stanford Federal Credit Union

Stanford Federal Credit Union provided pay range

This range is provided by Stanford Federal Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$28.00/hr - $35.00/hr

Service Desk Tech Opportunity at Stanford Federal Credit Union!

We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.

Stanford FCU is a $4 billion company with a global reach of over 88,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!

The Service Desk Tech I role will provide user support and customer service on company supported hardware, applications, and platforms. Troubleshoot problems and advise on the appropriate action. The Service Desk Tech must be able to communicate effectively with our employees to gather detailed information about their issues and resolve in an orderly fashion. In addition, work closely with team members for special projects and resolving complex issues. Service Desk Technicians are responsible for monitoring all tickets in our ticketing system and ensuring timely resolution and closure.

This role requires to be at onsite for 5 days a week and may require visiting branches to resolve IT issues.

Who YOU are:

1-3 years service desk technical experience in addition to education and or specialized certifications.
Strong knowledge of core technical skills:

Troubleshooting: Diagnosing and resolving hardware, software, and network issues efficiently
Help Desk Support Tools: Familiarity with ticketing systems like ServiceNow, Jira, or Zendesk
Operating Systems: Basic knowledge of Windows 10 and 11.
Software Support: Experience on troubleshooting of Microsoft Office Suite, email clients (like Outlook), and common business applications.
Printer and AV: Have experience on supporting and troubleshooting AV and Printers.
Active Directory: Managing user accounts, password resets, and group policies
Networking Basics: IP addressing, DNS, DHCP, and Wi-Fi troubleshooting
Experience with patch management in Windows environment.
Windows OS registry administration.
PowerShell and Python scripting is a plus

What YOU’LL do:

Provide technical assistance to staff through SNOW tickets submitted by email, instant message, phone or walk ups. Complete tasks assigned based on employee on-boarding and off boarding procedures. Provide support for desktop, laptops, and company mobile devices and track all equipment.
Create and maintain computer images for different departments in the organization. Must update the images quarterly and manage the hardware lifecycle of all hardware (Desktops, Laptops, Mobile Devices, Printers, TCDTCR, ETC'
Identify and suggest possible process improvements and as well as maintain department procedures. Develop knowledge base and documentation for employee and Service Desk team to follow.
Identify and research new technology to improve service delivery for the Service Desk team.
Assist infrastructure team in group policy management, exchange mailbox resource management, Active Directory management, and work on automating routine functions.
Respond adequately to inquiries, complaints, or requests for technical assistance in person, phone, or electronically; Speak to individuals or groups of people with poise, voice control and confidence.
Assist Service Desk and Technology department during major IT outages by sending effective and timely communication and managing IT bridge call.

Some of our benefits for YOU:

100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
Employer 401(k) matching up to 5% plus additional annual discretionary contributions
Education reimbursement up to $5,200/year
Employee recognition program with cash incentives
Commuter Toll reimbursement $100-$200/month (based on position)
Wellness Benefits up to $1,200 per year
Paid Sick Time accrues at two weeks per year
Paid Vacation Time accrues at three weeks per year
Paid Federal banking holidays (approximately 11 per year)
Ongoing training and education, seminars, and conferences
Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
Waived fees and deposit bonuses on Stanford FCU accounts
Flex health/transit plan availability
Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources

If you are ready for this awesome opportunity (or know somebody who is) please contact us today!

Stanford Federal Credit Union provides competitive pay ranges based on factors such as (but not limited to) the scope and responsibilities, qualifications needed for the position and external market pay for comparable positions.

Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions.

Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

Seniority level