Help Desk Specialist
Irwindale, CA Irwindale, CA Full-time Full-time $21 - $27 an hour $21 - $27 an hour 1 day ago 1 day ago 1 day ago The Help Desk Specialist provides first line and single point of contact support to credit union team members on a variety of issues over the phone, e-mail or on-site.
Investigates and resolves software and hardware problems of computer users by performing the following duties.
RESPONSIBILITIES End User Support Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, electronic help desk, and in-person requests for assistance from users experiencing problems with hardware, software, networking, call center, cell phone and other computer-related technologies.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Determines whether problem is caused by hardware such as PC, printer, cables, or telephone or software such as the Operating System, office applications, or the internet browser.
Logs, tracks and administers calls using the problem management application and database, and maintains history of records and related problem documentation.
Prepares standard statistical reports, such as help desk incident reports.
Analyzes and evaluates incident reports and makes recommendations to reduce helpdesk incident rate.
Ensures all open tickets have been addressed in a reasonable amount of time.
Provides onsite IT support from 8:
30AM-6PM Tuesday to Friday with 30 minute lunch break and 9AM-1PM every Saturday.
Hardware, Software and Network Support Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Documents hardware and software upgrades and warranties.
Provides Audio/Visual (AV) support (web demonstrations, web training, video projection, video/audio conferencing, and video recording).
Assists with a number of network related activities such as Active Directory, DHCP, Exchange and Microsoft 365 user updates.
Configure and troubleshoot cell phones, tablets and other standard mobile devices.
Performs basic core and third-party system administration functions including but not limited to console resets, password resets, security overrides, etc.
May work with other IT staff members on projects work.
External Support Consults with hardware and software manufacturers for assistance with difficult problems or to request service for defective products.
Refers problems to appropriate resolution support groups.
Assists members with Tier 2 tech support questions regarding their PCs and our website.
May assist with telecommunications, vendors, circuits and relocation of phone lines.
Other Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience High school diploma or general education degree (GED); Two years desktop hardware/software support experience and help desk/customer support experience; or equivalent combination of education and experience.
Must be familiar with technical terminology and acronyms as they relate to the I.
T.
environment.
Preferred experience with the following:
Help Desk Ticketing software, Symitar, Mitel Phone Systems, Microsoft Stack, and AV equipment.
Certificates, Licenses, Registrations A
(PC Technician) certification desired.
Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively to employees of organization.
Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills To perform this job successfully, an individual should have basic knowledge of Internet software, Messaging software, Word Processing software, Spreadsheet software, Presentation software, Flowchart and Diagramming software, Windows 10 operating system, network cabling, LAN/WAN topologies, PC and End User Support.
Other Skills and Abilities Must possess effective oral and written communication skills and the ability to work independently and take initiative to see projects through to completion using multi-tasking, organizational and time management skills.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel and talk or hear.
The employee is frequently required to reach with hands and arms and stoop, kneel, crouch, or crawl.
The employee is occasionally required to stand and walk.
The employee must occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock.
The noise level in the work environment is usually moderate.
Job Type:
Full-time Pay:
$21.
00 - $27.
00 per hour Expected hours:
40 per week
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Schedule:
4 hour shift 8 hour shift Monday to Friday Weekends as needed COVID-19 considerations:
Daily cleaning, masks required when away from your desk, cleaning supplies and gloves made available, social distancing is enforced, team members allowed to eat lunch at desk, temperature taken daily for positions interacting with the public Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Investigates and resolves software and hardware problems of computer users by performing the following duties.
RESPONSIBILITIES End User Support Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, electronic help desk, and in-person requests for assistance from users experiencing problems with hardware, software, networking, call center, cell phone and other computer-related technologies.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Determines whether problem is caused by hardware such as PC, printer, cables, or telephone or software such as the Operating System, office applications, or the internet browser.
Logs, tracks and administers calls using the problem management application and database, and maintains history of records and related problem documentation.
Prepares standard statistical reports, such as help desk incident reports.
Analyzes and evaluates incident reports and makes recommendations to reduce helpdesk incident rate.
Ensures all open tickets have been addressed in a reasonable amount of time.
Provides onsite IT support from 8:
30AM-6PM Tuesday to Friday with 30 minute lunch break and 9AM-1PM every Saturday.
Hardware, Software and Network Support Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Documents hardware and software upgrades and warranties.
Provides Audio/Visual (AV) support (web demonstrations, web training, video projection, video/audio conferencing, and video recording).
Assists with a number of network related activities such as Active Directory, DHCP, Exchange and Microsoft 365 user updates.
Configure and troubleshoot cell phones, tablets and other standard mobile devices.
Performs basic core and third-party system administration functions including but not limited to console resets, password resets, security overrides, etc.
May work with other IT staff members on projects work.
External Support Consults with hardware and software manufacturers for assistance with difficult problems or to request service for defective products.
Refers problems to appropriate resolution support groups.
Assists members with Tier 2 tech support questions regarding their PCs and our website.
May assist with telecommunications, vendors, circuits and relocation of phone lines.
Other Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience High school diploma or general education degree (GED); Two years desktop hardware/software support experience and help desk/customer support experience; or equivalent combination of education and experience.
Must be familiar with technical terminology and acronyms as they relate to the I.
T.
environment.
Preferred experience with the following:
Help Desk Ticketing software, Symitar, Mitel Phone Systems, Microsoft Stack, and AV equipment.
Certificates, Licenses, Registrations A
(PC Technician) certification desired.
Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively to employees of organization.
Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills To perform this job successfully, an individual should have basic knowledge of Internet software, Messaging software, Word Processing software, Spreadsheet software, Presentation software, Flowchart and Diagramming software, Windows 10 operating system, network cabling, LAN/WAN topologies, PC and End User Support.
Other Skills and Abilities Must possess effective oral and written communication skills and the ability to work independently and take initiative to see projects through to completion using multi-tasking, organizational and time management skills.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel and talk or hear.
The employee is frequently required to reach with hands and arms and stoop, kneel, crouch, or crawl.
The employee is occasionally required to stand and walk.
The employee must occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to risk of electrical shock.
The noise level in the work environment is usually moderate.
Job Type:
Full-time Pay:
$21.
00 - $27.
00 per hour Expected hours:
40 per week
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Schedule:
4 hour shift 8 hour shift Monday to Friday Weekends as needed COVID-19 considerations:
Daily cleaning, masks required when away from your desk, cleaning supplies and gloves made available, social distancing is enforced, team members allowed to eat lunch at desk, temperature taken daily for positions interacting with the public Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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