IT Service Technician

SAFE Credit Union•Folsom, CA

3d•$25 - $32•Onsite

About The Position

Provides technical support for all end user Tier 1 technology, including but not limited to software, workstations, laptops, tablets, mobile phones, desk phones, printers, and audio/visual equipment. Maintains ITSC phone, service/problem ticket, and email queues to ensure SLAs are met. Responsible for routing and escalating technical service/problem tickets to next-level technical support teams and/or management. Maintains enterprise communication regarding IT maintenance and outages. Monitors availability of applications and systems. Maintains core system operations job scheduler, including monitoring job execution, problem management, and escalation.

Requirements

One year of college or technical school; or one year of related experience and/or training.
General knowledge of core processing systems and associated business processes, networking concepts, and Windows domain administration.
Experience with general PC and printer hardware and software troubleshooting.
Excellent relationship management, time management, prioritization, customer service, planning, organizational, interpersonal, problem-solving, and written/verbal communication skills.
Ability to manage multiple detailed tasks and assignments with frequently-changing priorities in a fast-paced work environment.
Ability to execute work to goals and end dates, demonstrating a sense of urgency around problems.
Ability to read, write, and interpret detailed technical operating procedures.
Ability to demonstrate good judgment skills in escalating abnormal system issues to appropriate IT management.
Excellent communication skills (verbal, written, listening skills, and empathy).
Expert ability to build relationships with other leaders, business partners, and stakeholders.
Ability to interpret a variety of instructions furnished in written, oral, or schedule form.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Nice To Haves

Two or more of the following certifications preferred: Help Desk Institute (HDI) Support Technician, Information Technology Infrastructure Library (ITIL), Microsoft Windows 10 Administration, Mac OS X Administration, Apple iOS Administration, CompTIA Network+, CompTIA Security+

Responsibilities

Provide technical support and customer service via ITSC phone, service/problem ticket, email, chat, screen-sharing, and in-person interaction
Troubleshoot and remediate end user Tier 1 technology issues, including but not limited to software, workstations, laptops, tablets, mobile phones, desk phones, printers, and audio/visual equipment.
Analyze, prioritize, remediate, and/or escalate technical service/problem requests to ensure SLAs are met.
Monitor availability of all network, application, system, and ATM nodes.
Monitor and maintain core system operations job scheduler to ensure that all daily jobs execute accurately.
Escalate identified application/system issues to appropriate business partners, IT teams/management, and/or vendor support through professional written and/or verbal communication.
Maintain enterprise communication regarding IT maintenance and outages.
Assist with operational planning and execution of special and scheduled monthly core system maintenance events.
Assist with the onboarding and offboarding of employees and volunteers.
Create, review, and update documentation and procedures for all team-related responsibilities.
Completes other duties, as assigned.

Benefits

full medical, vision, dental, 401k matching, HSA, and FSA
Professional Development Opportunities: Offering training programs, workshops, and mentorship.
Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
Career Growth: Clear paths for career advancement and internal promotions.
Work-Life Balance: Encouraging a healthy balance between professional and personal life.
Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.
Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.