Desktop Support Representative I

We’re always looking for diverse, talented, service-oriented people to join our exceptional team.

The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Pay Range:

Scheduled Weekly Hours:

What You’ll Be Doing

Responsible for providing tier-1 desktop support by installing, configuring, troubleshooting and maintaining PC desktop, laptop configuration, mobile device, desktop phones, conference AV equipment, Windows operating systems and software and other applications. Serves as primary escalation for Service Desk requests.

• Participates in on-call rotation for off-hours critical systems monitoring and support. Available to work flexible hours as required by assigned projects or system problems.
• Responds to tier-1 escalated Service Desk incidents in a timely manner, conducting necessary research and recording conclusions in ticketing system. Interact with end users on an as needed basis regarding technology issues and escalations. Aid and assist users in both a local and remote capacity. Maintain excellent communication with all end users and other members of the IT department.
• Responsible for completing related desktop support project-based work.
• Performs first-level off-site and local campus desktop fieldwork support and manages fulfillment requests for end-users in a timely manner. Configures, installs and deploys workstations, laptops, printers, computer peripherals, mobile devices, etc.
• Responsible for answering overflow Service Desk calls.
• Supports desktop and mobile phones, wireless device deployment and video conferencing equipment.
• Responsible for processing requests, including but not limited to mobile, new hire and termination requests. Establishes changes and/or deletes user logins and system access rights based on approval of the system owners and supervisors.
• Recommends and performs hardware/software maintenance, repairs, installs and upgrades. Initiate preventive maintenance, analyze system faults, troubleshoot, and run diagnostic tests on operating system and hardware to detect problems as well as repairing system/environment problems.
• Coordinates hardware and software repairs with vendors, as needed.
• Complies with applicable laws, regulations, standards, policies and procedures.
• Develops and maintains technical documentation associated with troubleshooting hardware and software issues.

Additional Job Functions

• Performs other duties as assigned
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Qualifications

• CompTIA A+ Certification
• High School Diploma or GED required
• 1-3 years related experience in a service industry required
• License/Certifications - Must have a valid California driver’s license and insurance
• Microsoft IT Professional (MCITP)

Knowledge, Skills, and Abilities

• Printers High
• File & Print Services Medium
• Call management High
• Microsoft Office High
• HP PCs, laptops High
• Windows High
• Terminal emulation Medium
• Mobile High
• Microsoft Exchange Medium
• Cisco VOIP Medium
• Network Connectivity High
• Anti-virus (McAfee) Medium
• MacIntosh High
• Wireless High
• Active Directory High

SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring

At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you’re excited about a position or wanting to make a career change but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.