Service Desk Representative II

O. C. Credit Union • Santa Ana, CA

12d

About The Position

IT Service Desk Representative II opportunity at Orange County’s Federal Credit Union

Are you interested in joining Orange County’s Federal Credit Union as our IT Service Desk Representative II - A key, high‑impact role!

What You’ll Do

As an IT Service Desk Representative II, you will:

As a Tier 2 Technology Service Desk Representative, you serve as an advanced support resource responsible for independently resolving the majority of technical issues escalating from Tier 1. You will deliver high‑quality service, provide deeper troubleshooting across systems and platforms, and ensure efficient end‑user support. Ideal candidates will approach every situation with the associate (user) in mind.

Requirements

• At least 3 years of experience in a similar role with exposure to escalated troubleshooting.
• Proficient in Windows, Microsoft 365, VPN/WiFi, and peripheral support.
• Skilled in workstation deployments, device setups, and onboarding.
• Ability to diagnose advanced issues and recommend improvements.
• Strong communication skills both verbally and in writing and ability to support Tier 1 escalation needs.

Nice To Haves

• Bachelor’s degree in information technology, Computer Science, or related field preferred.
• Experienced with ITSM tools such as TeamDynamix.

Responsibilities

• Provide front-line and escalated technical support through effective troubleshooting and clear communication.
• Resolve incidents and service requests for Windows, Microsoft 365, VPN/WiFi, printers, scanners, and standard user applications.
• Perform advanced diagnostics, deployments, device setups, and onboarding tasks.
• Maintain accurate documentation and updating knowledgebase articles.
• Collaborate with Tier 1 staff by serving as an escalation point and ensuring a positive user experience.
• Identify recurring issues and recommend improvements to enhance processes, service quality, and system reliability.
• Follow established procedures and meet service level expectations (SLAs) consistently.

Benefits

• Health Coverage: Comprehensive benefits, including Anthem, Delta Dental, and VSP, effective from your first day.
• Financial Security: Life insurance at no cost and a 401(k) plan with an employer match up to 6%.
• Work-Life Balance: 13 days of vacation and seven (7) sick days annually and paid holidays.
• Recognition & Growth: Annual merit increases, discretionary and referral bonuses, as well as educational grants up to $1,000 per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level