Service Desk Technician

### **Description** **Schedule: M\-Sat 9:00am\-6:00pm, Day off TBD** **40 hours/week** **\-** Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California. ***We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).*** **Summary****:** Travis Credit Union’s (TCU) Service Desk Technicians triage incoming incidents and service requests via TCU’s IT Service Management platform (ITSM) ticket queue across multiple channels (phone calls, IM and/or chat). As Tier 1 support, this team establishes communication with End Users, provides timely updates, sets correct expectations and strives to excel as a liaison between TCU’s businesses and Information Technology department resulting in ensuring employee day to day operational execution and member support. **Profile:** * Provides Tier 1 support to End Users with their hardware, applications and network related incidents or service requests. Investigates, diagnoses and performs basic troubleshooting for a prompt resolution and escalates unresolvable issues to TCU Tier 2 or Tier 3 support teams. * Responds to incidents and service requests submitted to Service Desk in a courteous, timely and efficient manner in accordance with ITIL industry standard guidelines. * Diagnoses incidents, performs troubleshooting and remedial actions to fix incidents or find alternate solutions that addresses the issue in an effective manner. * Effectively uses remote support tools and established troubleshooting steps in resolution of reported incidents and issues. * Coordinates configuration/installation and basic troubleshooting of End User Equipment, application issues or other technical issues. * Conducts due diligence in triaging incidents and service requests for correct category, priority and urgency assignments. Obtains and records additional information in ticket, as necessary, to assist with problem resolution. * Meets and exceeds established Service Level Agreements (SLAs) while maintaining member satisfaction. * Assists in the creation and editing of Service Desk processes and procedures documentation, including Knowledge Base articles. * Participates in continuous learning through engagement with Tier 2 and Tier 3 support teams, ensuring expanded growth in member support and technical capabilities. * May own or participate in IT related projects focused on problem solving short term friction points for long term gain. Not all functions/tasks are listed above; however those listed are considered essential. **Skills:** * Effective, professi