Help Desk Specialist

  • Irwindale
  • Sce Federal Credit Union
Job Details Job Location Headquarters - Irwindale, CA Remote Type Hybrid Position Type Full Time Education Level High School   Salary Range $24.00 - $30.00 Hourly Travel Percentage Negligible Job Shift Monday - Friday and some Saturdays Job Category Information Technology Description

Are you a tech enthusiast who loves solving problems and making people's days better? Rize Credit Union is seeking a dynamic Help Desk Specialist to join our IT team. If you're passionate about technology and enjoy providing top-notch support to your colleagues, this role is perfect for you! You'll be the first line of defense for any tech issues, ensuring our systems run smoothly and our team members stay happy and productive. Ready to make a difference? Submit your application to join our team today!

Hours and Schedule : Monday through Friday and some Saturday's each month. Some flexibility in start times Monday through Friday required. Generally, shift is 9:30am - 6:00pm.

Remote Work : A hybrid remote work option is available. Onsite work is at the corporate headquarters in Irwindale, CA.

Travel : Occasional travel to branches in CA and NV may be required.

Duties and Responsibilities

End User Support

  • Provide first-line support by diagnosing and resolving hardware, software, network, and system issues.

  • Deliver outstanding service by effectively communicating with team members, understanding their needs, and exceeding their expectations.

  • Evaluate, prioritize, and respond to incoming support requests via telephone, voicemail, e-mail, electronic help desk, and in-person.

  • Track, prioritize, and document all support requests using the help desk ticketing system.

  • Educate team members on IT best practices, software applications, and new technologies.

  • Prepare and analyze help desk incident reports, making recommendations to reduce the incident rate.

  • Ensure timely resolution of all open tickets.


Hardware, Software, and Network Support

  • Assist with installation, configuration, and maintenance of computer systems, software applications, and network infrastructure.

  • Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems.

  • Document hardware and software upgrades and warranties.

  • Provide Audio/Visual (AV) support, including web demonstrations, training, video projection, conferencing, and recording.

  • Assist with network-related activities such as Active Directory, DHCP, Exchange, and Microsoft 365 user updates.

  • Configure and troubleshoot cell phones, tablets, and other mobile devices.

  • Participate in ongoing training and professional development.

  • Perform basic core and third-party system administration functions.

  • Collaborate with other IT team members to resolve complex issues and contribute to IT projects and initiatives.


External Support

  • Consult with hardware and software manufacturers for assistance with difficult problems or to request service for defective products.

  • Assist members with Tier 2 tech support questions regarding their PCs and our website.

  • May assist with telecommunications, vendors, circuits, and relocation of phone lines.



Qualifications

Experience

  • Minimum of two years of desktop hardware/software support and help desk/customer support experience, or equivalent education and experience

  • Experience in a financial services or credit union environment is a plus

  • Familiarity with technical terminology and acronyms related to the IT environment

  • Preferred experience with Help Desk Ticketing software, Symitar, Microsoft Stack, and AV equipment


Education/Certifications/Licenses

  • High school diploma or GED required

  • CompTIA A+, Network+, or other relevant IT certifications are a plus


Interpersonal Skills

  • Effective oral and written communication skills with the ability to explain technical concepts to non-technical users

  • Strong commitment to providing exceptional customer service with empathy, patience, and a positive attitude

  • Ability to work independently or as part of a team


Computer Skills

  • Proficiency in Microsoft Windows and Office Suite

  • Knowledge of networking concepts and various hardware and software troubleshooting techniques

  • Familiarity with Windows 10/11 operating system, Microsoft Entra (Azure), Microsoft Defender, network cabling, LAN/WAN topologies, PC and End User Support


Other Skills

  • Strong attention to detail and ability to manage multiple tasks simultaneously

  • Ability to take initiative and see projects through to completion using multi-tasking, organizational, and time management skills